Customer Care Officer

Key Responsibilities: • Handle incoming and outgoing customer calls to provide support and assistance. • Respond to customer inquiries and complaints through calls, emails, and the ticketing system. • Manage and follow up on customer tickets in a timely manner using systems such as Freshdesk. • Handle and follow up on SAMA complaints according to internal procedures and regulatory requirements. • Work closely with other departments to resolve customer issues efficiently and ensure high service quality. • Escalate complex or critical issues to the relevant teams or supervisors when required. • Maintain accurate records of all customer interactions in the system. • Ensure a high level of customer satisfaction and contribute to achieving SLA and KPI targets. Qualifications: • Bachelor's degree in Business, Finance, Marketing, Communications or a related field is preferred. • Strong understanding of customer care techniques and strategies • Outstanding communication and interpersonal skills • Proficiency in relevant computer applications • Experience in SAMA and related SLA and KPI • Fluent Arabic and professional English communication skills are essential.