Customer Service Officer

As the global leader in trusted technology services, empowering secure mobility for governments and citizens, VFS Global embraces technological innovation including Generative AI to support governments and diplomatic missions worldwide. The company manages non-judgmental and administrative tasks related to applications for visa, passport, and consular services for its governments, increasing productivity and enabling them to focus entirely on the critical task of assessment.

With a responsible approach to technology development, adoption and integration, the company prioritizes ethical practices and sustainability while serving as a trusted partner to 69 governments.

Operating 3616 Application Centres in 158 countries, VFS Global has efficiently processed more than 311 million applications since 2001 and over 160.51 million biometric enrolments since 2007.

We are seeking a dedicated and customer-focused Customer Service Officer to join our team in Riyadh, Saudi Arabia. As a vital member of our organization, you will be responsible for providing exceptional support to our valued customers, ensuring their satisfaction, and maintaining our reputation for excellence.

• Serve as the primary point of contact for customer inquiries, concerns, and requests
• Respond promptly and professionally to customer communications via phone, email, and chat
• Analyze and resolve customer issues efficiently, escalating complex problems when necessary
• Maintain accurate records of customer interactions and transactions using CRM software
• Collaborate with cross-functional teams to ensure timely resolution of customer concerns
• Identify and communicate recurring customer issues to management for process improvement
• Provide product and service information to customers, assisting with selection and purchasing decisions
• Process orders, refunds, and exchanges in accordance with company policies
• Participate in ongoing training to stay updated on company products, services, and policies
• Contribute to a positive team environment by sharing best practices and supporting colleagues

• Bachelor's degree in Business Administration, Communications, or a related field
• Proven experience in customer service, preferably in a similar industry
• Fluency in English and Arabic, both written and spoken
• Excellent communication and interpersonal skills
• Strong problem-solving abilities and attention to detail
• Proficiency in CRM software and Microsoft Office Suite
• Ability to multitask and work efficiently in a fast-paced environment
• Customer-oriented mindset with a friendly and empathetic approach
• Excellent time management and organizational skills
• Adaptability to changing priorities and ability to work under pressure
• Knowledge of industry-specific practices and trends (preferred)
• Commitment to continuous learning and professional development