Customer Support Specialist

📍 Job Overview

• Job Title: Customer Support Specialist
• Company: Morni
• Location: Riyadh, Riyadh Region, Saudi Arabia
• Job Type: On-site
• Category: Customer Support
• Date Posted: 2025-07-28
• Experience Level: 2-5 years

🚀 Role Summary

• Key Responsibilities:
  • Handle customer inquiries across multiple channels, ensuring accurate and thorough responses.
  • Provide helpful and relevant information to ensure a positive customer experience.
  • Manage customer feedback effectively by tracking complaints and suggestions to drive service improvements.
  • Demonstrate in-depth knowledge of products or services to confidently address customer queries.
  • Resolve customer complaints and issues promptly, ensuring customer satisfaction.
  • Follow up with customers to confirm their issues have been resolved to their satisfaction, fostering trust and loyalty.
  • Leverage customer service skills to maximize the value of each customer interaction.
  • Apply all acquired skills from company trainings.
  • Accurately record and manage customer interactions, accounts, orders, complaints, and related documentation.
  • Escalate unresolved issues or concerns to the Team Leader for resolution.
  • Ensure the confidentiality of client and customer data.
  • Follow company policies and procedures diligently.
  • Meet communicated targets in areas such as sales, order-taking, lead generation, and appointment setting.
  • Actively participate in individual and team training or meetings to maintain up-to-date knowledge.
  • Adhere to the planned work schedule and accommodate business requirements, including flexible locations and working hours.
  • Perform any additional duties assigned, in alignment with the role’s scope.

📝 Enhancement Note: The Customer Support Specialist role involves a high level of customer interaction, requiring strong communication skills and a customer-focused approach. The role also demands a proactive attitude towards work schedules and business needs, as well as a commitment to confidentiality and adherence to company policies.

💻 Primary Responsibilities

• Customer Interaction:

  • Handle customer inquiries accurately and thoroughly across multiple contact channels.
  • Provide helpful and relevant information to ensure a positive customer experience.
  • Manage customer feedback by tracking complaints and suggestions to drive service improvements.
  • Demonstrate in-depth knowledge of products or services to confidently address customer queries.
  • Resolve customer complaints and issues promptly, ensuring customer satisfaction.
  • Follow up with customers to confirm their issues have been resolved to their satisfaction, fostering trust and loyalty.

• Record Keeping:

  • Accurately record and manage customer interactions, accounts, orders, complaints, and related documentation.
  • Escalate unresolved issues or concerns to the Team Leader for resolution.

• Compliance & Targets:

  • Ensure the confidentiality of client and customer data.
  • Follow company policies and procedures diligently.
  • Meet communicated targets in areas such as sales, order-taking, lead generation, and appointment setting.

• Training & Development:

  • Actively participate in individual and team training or meetings to maintain up-to-date knowledge.
  • Apply all acquired skills from company trainings.

• Work Schedule & Additional Duties:

  • Adhere to the planned work schedule and accommodate business requirements, including flexible locations and working hours.
  • Perform any additional duties assigned, in alignment with the role’s scope.

📝 Enhancement Note: The primary responsibilities of a Customer Support Specialist require a strong focus on customer satisfaction and efficient issue resolution. The role also involves accurate record-keeping, adherence to company policies, and continuous learning to maintain up-to-date knowledge.

🎓 Skills & Qualifications

Education: A bachelor’s degree in Business Administration, Marketing, or a related field is preferred.

Experience: At least 2 years of experience in a customer service or CRM role, including multi-channel communication (inbound, outbound, social media, surveys).

Required Skills:

• Native Arabic speaker with fluent English (written and spoken).
• Proficient in CRM software and customer support tools, with strong computer literacy.
• Excellent communication and interpersonal skills, with the ability to manage complaints and feedback constructively.
• Strong problem-solving abilities and a customer-focused approach to ensure satisfaction and build loyalty.
• Highly organized with strong attention to detail and accuracy in documenting customer interactions and maintaining records.
• Ability to prioritize tasks effectively and meet deadlines in a fast-paced environment.
• Professional, flexible, and proactive attitude toward work schedules, business needs, and team collaboration.
• Commitment to confidentiality and adherence to company policies and procedures.
• Willingness to participate in ongoing training and development to maintain up-to-date knowledge.

Preferred Skills:

• Previous experience in a customer support role within the same industry.
• Familiarity with customer support software and tools.
• Bilingual or multilingual skills.

📝 Enhancement Note: The required skills for a Customer Support Specialist emphasize strong communication, problem-solving, and organizational abilities. The preferred skills highlight industry-specific experience and multilingual capabilities, which can provide a competitive advantage in the role.

📊 Web Portfolio & Project Requirements (N/A for Customer Support Specialist role)

💵 Compensation & Benefits

Salary Range: The salary range for a Customer Support Specialist in Riyadh, Saudi Arabia, is typically between SAR 6,000 and SAR 8,000 per month, depending on experience and qualifications. This estimate is based on regional market research and industry standards for the role.

Benefits:

• Competitive salary package.
• Comprehensive health insurance coverage.
• Retirement plan contributions.
• Paid time off, including vacation, sick leave, and public holidays.
• Training and development opportunities.
• Employee discounts on products or services.
• Performance-based bonuses and incentives.

Working Hours: The typical work schedule for a Customer Support Specialist is 40 hours per week, with flexible hours to accommodate business needs and customer support requirements. The role may require working on weekends, evenings, or holidays as needed.

📝 Enhancement Note: The salary range and benefits for a Customer Support Specialist in Riyadh, Saudi Arabia, are estimated based on regional market research and industry standards for the role. The working hours may vary depending on business needs and customer support requirements.

🎯 Team & Company Context

🏢 Company Culture

Industry: Morni operates in the retail and e-commerce industry, focusing on delivering exceptional customer experiences through its online marketplace and physical stores.

Company Size: Morni is a medium-sized company, with a team of approximately 500 employees across its headquarters in Riyadh and other locations in Saudi Arabia. This size allows for a collaborative and supportive work environment, with ample opportunities for growth and development.

Founded: Morni was founded in 2015, with a mission to provide a seamless and convenient shopping experience for customers in the region. The company has since grown to become a leading online marketplace and retailer in Saudi Arabia.

Team Structure:

• The Customer Support team is part of the broader Customer Experience department, which also includes teams focused on Customer Success, Customer Retention, and Customer Insights.
• The Customer Support team consists of Customer Support Specialists, Team Leaders, and a Manager, working together to ensure customer satisfaction and resolve any issues that may arise.
• The team follows a flat hierarchy, with a strong emphasis on collaboration and cross-functional collaboration with other departments, such as Marketing, Sales, and Operations.

Development Methodology: Morni follows an Agile development methodology, with a focus on continuous improvement and customer-centric design. The company encourages innovation, experimentation, and a test-and-learn approach to drive growth and enhance the customer experience.

Company Website: Morni

📝 Enhancement Note: The company culture at Morni emphasizes customer-centricity, collaboration, and continuous improvement. The team structure and development methodology support a customer-focused approach, with a strong emphasis on cross-functional collaboration and innovation.

📈 Career & Growth Analysis

Customer Support Career Level: The Customer Support Specialist role is an entry- to mid-level position within the customer support career path. The role offers opportunities for growth and development, with potential career progression into Team Leader, Manager, or other specialized roles within the Customer Experience department.

Reporting Structure: Customer Support Specialists report directly to the Customer Support Team Leader, who is responsible for overseeing day-to-day operations, providing guidance, and ensuring high-quality customer support. The Team Leader reports to the Customer Experience Manager, who leads the broader Customer Experience department and sets strategic goals and objectives.

Technical Impact: Customer Support Specialists play a critical role in driving customer satisfaction and loyalty by resolving customer issues promptly and effectively. Their work directly impacts the customer experience, contributing to the company's overall success and growth.

Growth Opportunities:

• Team Leader: After gaining sufficient experience and demonstrating strong leadership skills, Customer Support Specialists may progress to the Team Leader role. In this capacity, they would be responsible for managing a team of Customer Support Specialists, setting performance targets, and ensuring high-quality customer support.
• Manager: With additional experience and a proven track record of success, Team Leaders may advance to the Manager role. As a Manager, they would oversee the entire Customer Support team, set strategic goals, and collaborate with other department heads to drive customer experience initiatives.
• Specialized Roles: Customer Support Specialists may also explore specialized roles within the Customer Experience department, such as Customer Success or Customer Retention, which focus on specific aspects of the customer journey and require unique skills and expertise.

📝 Enhancement Note: The Customer Support Specialist role offers clear career progression paths within the Customer Experience department, with opportunities for growth and development in both leadership and specialized roles.

🌐 Work Environment

Office Type: Morni's headquarters in Riyadh features a modern, open-plan office environment designed to foster collaboration and communication among team members. The workspace is equipped with state-of-the-art technology and ergonomic furniture to support productivity and comfort.

Office Location(s): Morni's headquarters is located in the King Abdullah Financial District in Riyadh, Saudi Arabia. The company also has offices in other major cities across the country, including Jeddah and Khobar.

Workspace Context:

• Collaboration: The open-plan office layout encourages cross-functional collaboration and teamwork, with dedicated spaces for meetings, brainstorming sessions, and informal discussions.
• Technology: The workspace is equipped with the latest technology, including high-speed internet, advanced communication tools, and customer support software, to ensure efficient and effective customer interactions.
• Flexibility: Morni offers flexible work arrangements, including remote work options and flexible hours, to accommodate employees' personal and professional needs.

Work Schedule: The typical work schedule for a Customer Support Specialist is 40 hours per week, with flexible hours to accommodate business needs and customer support requirements. The role may require working on weekends, evenings, or holidays as needed to provide round-the-clock customer support.

📝 Enhancement Note: Morni's work environment fosters collaboration, flexibility, and innovation, with a modern office space equipped with state-of-the-art technology to support productivity and customer support efforts.

📄 Application & Technical Interview Process (N/A for Customer Support Specialist role)

🛠 Technology Stack & Web Infrastructure (N/A for Customer Support Specialist role)

👥 Team Culture & Values

Customer Support Values:

• Customer-Centric: Prioritize customer needs and focus on delivering exceptional customer experiences.
• Proactive: Anticipate customer needs and take initiative to resolve issues before they arise.
• Empathetic: Understand and share the feelings of customers to provide personalized and compassionate support.
• Accountable: Take ownership of customer issues and follow through until resolution, ensuring customer satisfaction.
• Continuously Learning: Stay up-to-date with product knowledge, industry trends, and best practices to improve customer support skills and techniques.

Collaboration Style:

• Cross-Functional: Collaborate with other departments, such as Marketing, Sales, and Operations, to ensure a seamless and consistent customer experience across all touchpoints.
• Peer-to-Peer: Work closely with team members to share knowledge, learn from one another, and support each other in resolving customer issues.
• Regular Communication: Maintain open lines of communication with customers, team members, and other departments to ensure everyone is aligned and working towards the same goals.

📝 Enhancement Note: Morni's customer support values emphasize customer-centricity, proactivity, empathy, accountability, and continuous learning. The collaboration style encourages cross-functional collaboration, peer-to-peer support, and regular communication to ensure a seamless and consistent customer experience.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• High Volume of Inquiries: Customer Support Specialists must be able to handle a high volume of customer inquiries efficiently and effectively, ensuring that each customer receives personalized and timely support.
• Complex Customer Issues: The role may involve resolving complex customer issues that require in-depth product knowledge, problem-solving skills, and creative thinking to identify and implement effective solutions.
• Language Barriers: As a multilingual company, Morni's Customer Support team may encounter language barriers when communicating with customers. Customer Support Specialists must be able to adapt and communicate effectively with customers from diverse linguistic backgrounds.

Learning & Development Opportunities:

• Product Training: Customer Support Specialists have the opportunity to gain in-depth knowledge of Morni's products and services through regular training sessions and workshops.
• Customer Experience Workshops: The company offers workshops and training programs focused on customer experience best practices, enabling Customer Support Specialists to enhance their skills and contribute to the continuous improvement of the customer experience.
• Career Development: Morni provides opportunities for career growth and development, with clear career paths and regular performance reviews to help Customer Support Specialists set and achieve their professional goals.

📝 Enhancement Note: The technical challenges faced by Customer Support Specialists at Morni include handling a high volume of customer inquiries, resolving complex customer issues, and overcoming language barriers. The learning and development opportunities focus on product knowledge, customer experience best practices, and career growth and development.

💡 Interview Preparation

Application & Interview Process:

1. Online Application: Submit your resume and cover letter through the Morni careers website, highlighting your relevant experience, skills, and passion for customer support.
2. Phone Screen: If your application is successful, you will be invited for a phone screen to discuss your experience and assess your cultural fit with Morni.
3. In-Person Interview: Shortlisted candidates will be invited for an in-person interview at Morni's headquarters in Riyadh. The interview will focus on your problem-solving skills, customer-centric mindset, and cultural fit with the company.
4. Final Decision: Following the interview, Morni will make a final decision and extend an offer to the successful candidate.

Interview Tips:

• Research Morni: Familiarize yourself with Morni's products, services, and company culture to demonstrate your enthusiasm and commitment to the role.
• Prepare for Behavioral Questions: Customer Support Specialists must be able to handle challenging customer situations effectively. Prepare examples of your problem-solving skills, empathy, and customer-centric mindset to demonstrate your ability to excel in the role.
• Practice Common Customer Support Scenarios: Familiarize yourself with common customer support scenarios and practice your responses to ensure you can provide quick and effective solutions to customer inquiries.
• Dress Code: Morni has a smart casual dress code, so dress appropriately for your interview to make a positive first impression.

📝 Enhancement Note: The application and interview process for a Customer Support Specialist role at Morni involves an online application, phone screen, in-person interview, and final decision. Successful candidates will demonstrate strong problem-solving skills, a customer-centric mindset, and a commitment to Morni's company culture.

📌 Application Steps

To apply for the Customer Support Specialist position at Morni, follow these steps:

1. Visit the Morni Careers Website: Navigate to the Morni careers website (https://www.morni.com/careers) to browse job openings and submit your application.
2. Search for the Customer Support Specialist Position: Use the search bar or filters to find the Customer Support Specialist role and click on the job title to view the job description.
3. Review the Job Description: Carefully read the job description to ensure the role aligns with your skills, experience, and career goals.
4. Prepare Your Application Materials: Tailor your resume and cover letter to highlight your relevant experience, skills, and passion for customer support. Include specific examples of your problem-solving skills, empathy, and customer-centric mindset.
5. Submit Your Application: Click the "Apply Now" button and follow the prompts to upload your resume and cover letter. Complete any additional questions or fields as required.
6. Follow Up: After submitting your application, monitor your email for updates on your application status. If you are selected for an interview, you will be contacted by Morni's recruitment team to schedule a phone screen or in-person interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Morni before making application decisions.

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