Customer Care Specialist

Role overview

Khatwah provides companies with a fully managed Customer Care service. Our team handles customer inquiries, order follow-ups, complaints, and day-to-day customer support on behalf of the brands and businesses we work with. Instead of each company hiring a separate Customer Care team, Khatwah provides a trained shared team that supports customers across multiple brands while following each brand's policies, communication style, products, services, and escalation procedures. We are looking for a professional, patient, and well-organized Customer Care Specialist who can communicate clearly with customers through WhatsApp and other approved support channels. The employee will support customers across multiple brands while maintaining the correct tone of voice, understanding each brand's products and policies, and handling inquiries, complaints, and daily support cases professionally.

Responsibilities

• Respond to customer inquiries through WhatsApp and approved support channels.
• Answer questions related to products, services, and customer orders.
• Follow up on order, shipping, and delivery cases.
• Handle replacement and return requests according to each brand's policy.
• Handle customer complaints and feedback professionally.
• Resolve straightforward cases within approved policies and authority.
• Escalate complex or sensitive cases to the appropriate supervisor or client representative.
• Follow up with customers until their cases are properly resolved.
• Maintain the correct communication style and tone of voice for each brand.
• Learn the products, services, policies, and procedures of assigned brands.
• Record customer conversations, cases, and notes accurately.
• Update cases and customer requests in the approved system.
• Protect confidential company and customer information.
• Support multiple brands based on team assignments and conversation volume.
• Meet response-time and service-quality standards.
• Coordinate with team members and supervisors to maintain continuous coverage.
• Report recurring issues and important customer feedback.
• Follow assigned office, attendance, and approved remote-working schedules.

Requirements

• High school certificate or higher qualification.
• Strong Arabic communication and writing skills.
• Basic to good English communication skills.
• Basic computer knowledge.
• Basic knowledge of WhatsApp and communication applications.
• A professional, patient, and respectful communication style.
• Ability to learn and work effectively within a team.
• Reliability and commitment to assigned working hours.
• Ability to manage multiple conversations and cases.
• Ability to follow different policies and communication styles for multiple brands.
• Reliable internet access during approved remote-working days.
• Ability to work from the office in Khobar or Dammam.
• When you apply, please include brief answers to the following questions in the message field:
• 1) How would you handle an angry customer whose order has been delayed?
• 2) Write a short WhatsApp reply to a customer asking about an order that did not arrive on time.
• 3) Have you previously worked in customer service, e-commerce, hospitality, or a related field?
• 4) Are you able to work from the office in Khobar or Dammam?
• 5) Do you have reliable internet access for approved remote-working days?
• 6) When would you be available to start?

Preferred qualifications

• Previous experience is preferred but not required.
• Previous experience in customer service, e-commerce, hospitality, or call centers is a plus.

Benefits

• Company-provided laptop and required work tools.
• Full training before handling customer conversations.
• Training in customer service and professional communication.
• Training on the policies and products of assigned brands.
• The role is primarily office-based. After successfully completing the probation period, the employee may work remotely for up to four approved days per month, depending on performance, team schedules, client requirements, and operational needs.
• Quarterly performance-based bonus, subject to company policy.
• Bonus evaluation based on client feedback, conversation quality, response time, attendance, and performance.
• Organized and collaborative working environment.
• Opportunity to work with brands and businesses across different industries.
• Clear growth opportunities within Khatwah's Customer Care department.
• Future career path toward Senior Customer Care Specialist, Team Leader, and Customer Care Manager.