Almosafer (part of Seera Group)
Saudi Arabia s Leading Travel Company
Elevating the journey for travelers from Saudi Arabia, the region & beyond, while harnessing Seera
Group s 40+ years of expertise, Almosafer supports Saudi Arabia s vision as a national champion for
tourism. Almosafer creates opportunities for outbound, leisure, and religious travel, whilst serving B2C
and B2B customers, partners, and suppliers with state-of-the-art travel solutions, a digital-first mindset,
and travel advisory.
About the Job:
The role holder will be responsible for managing customer inquiries and requests across various social
media channels, including Facebook, X (formerly Twitter), Instagram, Google Business, the App Store,
Play Store, and WhatsApp.
Responsibilities:
Focus on customer satisfaction by collaborating with colleagues across departments to fulfill customer
requests.
Maintain up-to-date knowledge of company products, services, and policies to accurately address
customer inquiries.
Escalate complex or unresolved customer issues to the appropriate department or supervisor when
necessary.
Proactively identify opportunities to improve the customer experience.
Utilize the following platforms: (Communication platforms - CRM - Bookings Hub - Google Workspace -
GDS - Other booking portals).
Deliver clear, brand-aligned feedback to customers.
Adhere to work instructions, including shifts, time off, and off-board activities.
Achieve targeted KPIs: (Quality of Service - AHT (Average Handling Time) - FCR (First Contact Resolution)
- C-Sat (Customer Satisfaction - Other relevant metrics).
Profile Requirements:
Maximum age: 35 years.
Minimum B2 English proficiency level.
Effective communication skills.
Customer-centric approach.
Typing speed and accuracy are essential.
Call center experience is a plus.
Travel experience (flights, hotels) is an advantage.
Flexibility to work in shifts, including weekends and holidays if required.
Ability to handle high-volume customer interactions and multitask efficiently.