Customer service job description template
A customer service job description sets out how the role answers customers and solves their problems. This template, written for companies in Saudi Arabia, covers calls, WhatsApp, email and social media enquiries, recording cases in the CRM, resolving or escalating complaints, follow-up and feedback, with neutral wording and placeholders for your details. Copy it or download it as Word.
Replace everything in [square brackets] with your details.
Job title: Customer service representative
Department: [Customer service]
Reports to: [Customer service supervisor]
Location: [City], [on site / hybrid / remote]
Employment type: [Full time / Shift based]
Job purpose
To answer [Company name]’s customers quickly, courteously and accurately, and to solve their problems or make sure the right team does.
Key responsibilities
- Answer calls, WhatsApp messages, emails, chats and social media messages within the agreed response times.
- Record every case, its details and its outcome in [CRM or ticketing system].
- Solve enquiries about [Products, orders, bookings or accounts] using the knowledge base.
- Escalate cases that need another team and follow them up until they are closed.
- Handle complaints calmly and in line with the company’s complaints policy.
- Process returns, refunds or changes within the authority delegated to the role.
- Call customers back when cases are resolved or delayed.
- Report recurring problems and customer suggestions to [Supervisor].
- Help keep the knowledge base and response templates up to date.
- Verify the caller’s identity before sharing account details, and keep personal data confidential.
- Meet quality and productivity targets, such as response time and customer satisfaction.
Qualifications and experience
- [Secondary school certificate / Diploma / Bachelor’s degree].
- [Number] years of customer service experience, or none for an entry-level role.
Skills
- Clear, courteous spoken and written Arabic and English.
- Patience and calm with upset customers.
- Ability to type quickly and use [CRM or ticketing system] after training.
- Problem solving and follow-through.
Working conditions
Working hours: [Days, hours and shift pattern, within the Labour Law limits]
Place of work: [Office address or remote]
Probation period: [Number] days, up to 180 days, as set in the contract
Pay and benefits: [Salary range or “to be discussed”], [Housing and transport allowances], [Medical insurance], [Other benefits]
How to apply
[How to apply and the closing date]
How to adapt it
- List the channels you really use, and drop the rest.
- Say what the person may decide: refunds up to an amount, replacements, or nothing without approval.
- State the shift pattern and whether the role covers weekends, evenings or Ramadan hours.
What to avoid in a job ad
- Requirements based on gender, age, nationality or religion, or on accent. Describe the work and the language skills, and let anyone who meets them apply.
- Promising remote work the role does not allow.
- Pay or benefits the offer will not match.
Some professions and activities are reserved for Saudis, or need a set share of Saudi employees, under Saudisation decisions. Check the decisions that apply to your activity and this profession on Qiwa before you advertise, and see Saudisation.
RafiqHR’s Recruiting module, in the All-in-one plan, posts the job to your careers site, job boards and Jadarat, and Rafiq AI drafts a first version of any description in the free job description generator.
Official sources
Frequently asked questions
What does a customer service representative do?
A customer service representative answers customer enquiries by phone, WhatsApp, email, chat and social media, records each case in the CRM, solves it or passes it to the right team, follows up until it is closed, and reports recurring problems and feedback.
How do I measure customer service performance?
Common measures are first response time, resolution time, the share of cases solved on first contact and customer satisfaction scores. State the ones you use in the job description, so applicants know how they will be assessed.
Is customer service covered by Saudisation?
In some activities. For example, the ministry’s decision for grocery stores and supermarkets includes customer service roles. Check the decisions that apply to your activity and this profession on Qiwa before you advertise.
This is general information to help you understand the topic. It is not legal advice. Rules and rates change: always check the official text on the relevant authority’s platform and consult a qualified adviser before acting.
