Customer Service Executive (Saudi National) - Maternity cover - 7 month contract
Informa · Riyadh
Company Description
- Tahaluf is the largest B2B live and on-demand events organiser in Saudi Arabia by space, attendance, colleagues, and revenue. It is a joint venture between Informa PLC, the Saudi Federation for Cybersecurity, Programming and Drones (SAFCSP), and the Events Investment Fund (EIF).
- Tahaluf is bold, visionary, and determined to make an impact. Our team fosters a culture of collaboration, creativity, and a little fun, here teamwork rules and work feels as exciting as the events we create. Scaling at this pace also requires exceptional local partners, and Tahaluf is proud to work with a range of government and non-government organisations at the forefront of Saudi Arabia’s B2B and B2C large-scale events scene.
- Be part of something BIG with Tahaluf’s series of record-breaking events: LEAP and Cityscape - the largest events in the world in their respective fields of tech and real estate; Black Hat MEA - a Guinness World Record holder for the largest CTF competition during the event; and CPHI Middle East - the largest pharma debut event in history, to name just a few. Tahaluf is making a huge impact on the global events sector.
- Join our ambitious and highly committed team, unafraid to push boundaries and disrupt the status quo. From day one, you’ll dive into large-scale projects under the guidance of a supportive leadership team that will encourage your personal development and open doors to new opportunities.
Job Description
The Customer Service team is the main point of contact for all after-sales queries across our event portfolio, supporting exhibitors, visitors and internal event teams. We work both reactively and proactively, taking ownership of customer queries from first contact through to resolution.
The post-holder will support the Customer Service Team Leader and Customer Service Manager in the day-to-day delivery of Customer Service across an assigned portfolio of events. They will work closely with our outsourced contact centre partner, internal event teams and customers to ensure queries are resolved within departmental SLAs and events are operationally ready from a Customer Service perspective.
The role also supports customer escalations, service reporting, quality assurance and continuous improvement. We are looking for someone who is equally comfortable resolving a complex exhibitor issue, coordinating with internal stakeholders and analysing customer service data to identify opportunities for improvement.
Part A: Core Responsibilities
Service Delivery and Portfolio Support
- Act as a Customer Service Subject Matter Expert for an assigned portfolio of events, supporting the Team Leader to ensure queries are answered, followed up and resolved within departmental SLAs.
- Support operational readiness across assigned events, ensuring FAQs, knowledge base content and key information are in place and current for the outsourced contact centre partner across telephone, email, live chat and WhatsApp.
- Monitor incoming queues and support the Team Leader with workload coordination across channels, highlighting backlogs, SLA risks and areas requiring intervention.
- Handle customer escalations assigned by the Team Leader or raised by the outsourced contact centre partner, coordinating with internal teams through to resolution.
- Proactively follow up and unblock responses from internal teams required to resolve customer enquiries within SLA.
- For exhibitors: support show preparation, explain the Exhibitor Manual, coordinate resolution of queries, and support Exhibitor Manual approvals and CX Portal requests.
- For visitors: support understanding of the event website, registration journey and event attendance.
- Provide first-line technical support for customer-facing digital products and platforms, including the exhibitor portal, registration platform, catalogue data and lead generation tools.
- Capture and maintain accurate customer and case information within Salesforce Service Cloud and other internal platforms.
- Support onsite Customer Service delivery and coordination during exhibitions and events.
Stakeholder and Event Team Support
- Build strong relationships with internal event portfolio stakeholders and support the Team Leader as a Customer Service point of contact.
- Participate in event planning and readiness meetings to ensure Customer Service requirements and potential customer impacts are identified early.
- Support the development and delivery of integrated customer communication plans.
- Support event readiness and gather feedback on new launches and products.
- Identify recurring customer issues and raise opportunities for improvements to processes, platforms, communications or customer journeys.
- Provide onsite Customer Service support and coordination at shows.
- Deputise for the Team Leader on specific operational activities when required and agreed.
- Undertake ad hoc duties as directed by the Customer Service Team Leader or Customer Service Manager.
Part B: Reporting, Quality and Continuous Improvement
Alongside day-to-day service delivery, the post-holder will support the continued development of Customer Service reporting, quality assurance and service improvement.
Service Data and Reporting
- Support the preparation of the monthly CX performance reporting pack for Customer Service, including channel SLA performance, volumes by channel and event, contact drivers and outbound campaign outcomes.
- Support in analysing case data to identify recurring contact drivers and recommend improvements to FAQs, knowledge content, websites, customer communications or internal processes.
- Support the Team Leader and Customer Service Manager in maintaining the case classification taxonomy, including wrap-up and reason codes across Salesforce and telephony platforms.
Quality Assurance
- Conduct regular quality assurance reviews across calls, emails, WhatsApp and live chat in line with the department's agreed QA framework.
- Analyse QA results and support in identifying recurring quality, knowledge or training gaps.
- Support the Team Leader and outsourced contact centre partner in implementing corrective actions and service improvements.
- Provide clear evidence of recurring issues, including what is failing, how frequently it occurs and the potential customer or operational impact.
- Share findings and recommendations with the Team Leader and Customer Service Manager to support continuous improvement of the service.
Qualifications
Essential - Customer Service
- Customer service experience, ideally within a fast-paced, multi-channel service environment.
- Experience supporting customer enquiries, complaints and escalations through to resolution.
- Fluent in Arabic and English, written and spoken. Both languages are used daily with customers.
- Experience using Salesforce Service Cloud or a comparable CRM and case management platform.
- Experience working with or alongside an outsourced contact centre partner would be advantageous.
- Comfortable operating in a fast-moving environment with shifting priorities and fixed event deadlines.
- Able to take ownership of assigned work while operating within a wider team structure.
Essential - Data and Quality
Candidates should be able to demonstrate:
- Strong Excel capability, including pivot tables, lookup and reference functions, data cleaning and working with multiple data sources.
- Experience producing or contributing to operational reports and dashboards.
- Experience using CRM or service-platform reporting tools.
- Experience participating in quality assurance, call monitoring or service-quality reviews.
- Strong attention to detail and the ability to identify recurring issues and opportunities for improvement.
Desirable
- Experience in B2B exhibitions, conferences or large-scale live events.
- Experience working with an outsourced or offshore contact centre partner.
- Experience with Salesforce Service Cloud.
- Familiarity with telephony and IVR platforms, such as Genesys.
- Previous experience supporting event readiness, customer communications or onsite Customer Service operations.
Additional Information
Please note this is a 7 month contract role. It can be performed remotely. We are not able to provide relocation or sponsorship support with the position.
We work hard to make sure life at Tahaluf is rewarding, supportive and enjoyable for everyone. We’re not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in and help make things happen. We don't just accept difference, we celebrate it. We welcome applicants from all backgrounds and circumstances and base hiring decisions on relevant qualifications and merit. We are proud to provide a disability-friendly environment. If you require any support or adjustments to participate in our interview or selection processes, please let us know.