English Customer Experience Agent

Role overview

We are seeking a motivated and customer-oriented English-speaking call center professional to support a smooth, positive client experience. In this role, you will help customers by identifying their needs, resolving concerns, and improving the overall service journey from first contact to final follow-up. The position suits someone who communicates well in English, takes initiative, and is committed to delivering excellent customer care.

Customer experience management

• Map the customer journey and identify friction points and improvement opportunities.
• Act as the main contact for clients so their requirements are clearly understood and handled promptly.
• Manage and resolve escalated issues connected to BPO or call center operations in a timely and effective way.
• Engage with clients regularly to collect feedback and align service solutions with their changing needs and business goals.
• Work with internal teams to use customer insights for product and service enhancements.

Customer service standards

• Handle questions and issues with professionalism, empathy, and consistency.
• Support a positive customer experience at every stage, including initial contact, resolution, and follow-up.
• Track service performance indicators such as response times, resolution times, and customer satisfaction, and use them to drive improvement.

Skills and qualifications

• Excellent spoken and written English.
• A bachelor's degree is preferred; an English-related background is an added advantage.
• 1 to 3 years of experience in customer service or customer experience roles.
• Hands-on exposure to customer service platforms and CRM tools.
• Strong communication ability, including explaining technical topics to non-technical customers.
• Critical thinking and the ability to solve complex problems efficiently.
• A calm, customer-first approach when dealing with difficult situations.
• Team-oriented mindset with the ability to coordinate across technical and support functions.
• Strong organization and attention to detail while managing multiple priorities.

Additional information

This is a full-time onsite role based in Riyadh, Saudi Arabia.