Customer Service Executive (Saudi National) - Maternity Cover - 7 Month Contract

Location: Remote; Saudi National required

Contract: 7 months

Company

hirify.global operates Tahaluf, a Saudi Arabian organiser of large-scale B2B live and on-demand events, including LEAP, Cityscape, Black Hat MEA, and CPHI Middle East.

What you will do

• Support customer service delivery across an assigned portfolio of exhibitions and events, resolving exhibitor, visitor, and internal queries within service-level agreements.
• Coordinate with an outsourced contact centre across telephone, email, live chat, and WhatsApp, including queue monitoring, workload coordination, and escalation management.
• Support event readiness by maintaining FAQs, knowledge-base content, exhibitor information, communication plans, and customer-facing platform content.
• Provide first-line support for digital products including exhibitor portals, registration platforms, catalogue data, and lead-generation tools.
• Prepare customer experience reporting, analyse case data, and identify recurring issues and improvement opportunities.
• Conduct quality assurance reviews across customer service channels and support corrective actions and continuous improvement.

Requirements

• Customer service experience in a fast-paced, multi-channel environment, including handling enquiries, complaints, and escalations.
• Fluent Arabic and English, written and spoken; both languages are used daily with customers.
• Experience with Salesforce Service Cloud or a comparable CRM and case-management platform.
• Strong Excel skills, including pivot tables, lookup and reference functions, data cleaning, and working with multiple data sources.
• Experience producing operational reports or dashboards and participating in quality assurance or service-quality reviews.
• Saudi nationality is required. Relocation and visa sponsorship support are not available.

Nice to have

• Experience in B2B exhibitions, conferences, or large-scale live events.
• Experience working with an outsourced or offshore contact centre partner.
• Familiarity with telephony and IVR platforms such as Genesys.
• Experience supporting event readiness, customer communications, or onsite customer service operations.

Culture & Benefits

• Seven-month maternity-cover contract.
• Remote work arrangement.
• Collaborative environment focused on customer service improvement and large-scale event delivery.
• Disability-friendly environment with interview and selection-process support available when required.