4 Customer Service jobs in Jeddah

Overview

Sr. Customer Service Specialist, Digital, Device, and Alexa Support (D2AS) Executive Customer Relations. Job ID: | Afaq Q Tech General Trading

We are Amazon’s Tech Support Executive Customer Relations group and work on behalf of Senior Leaders to resolve complex customer problems and prevent similar issues from happening again, owning Digital, Device & Alexa executive customer escalations globally. The Senior Customer Service Specialist is a key point of contact for relevant business and development teams, and will support them on resolution of executive escalations they own, but require CS support. Language skills are especially important, as this person will create succinct write-ups in a narrative style format for senior leaders. The successful candidate must also have the ability to research complex use cases that involve multiple customer contacts and determining the root cause(s) for the issue.

• Resolve Customer Trust Escalations related to Amazon Brand, data regulation, or privacy concerns, driving tech investigation to identify root cause and restoring the customer’s trust in devices
• Support the managers on the day to day VP Inquiries owning the investigation of an escalation from start to end, including preparing the final responses to senior leaders, following the narrative style format
• Dive deep into customer problems, building the entire history of customer contacts, to determine root cause
• Contact the customer directly to gather data for root cause analysis, troubleshooting, and close the case for the customer
• Conduct data queries and general data analytics related to escalations the team is handling
• Manage process improvement initiatives, including the scoping and implementation of projects stemming from escalations
• Effectively communicate with both internal and external customers by adjusting your communication style to your audience
• Create and document new processes to efficiently handle escalations and ensure that the D2AS Escalations Domain in KC is up to date
• Serves as a role model by displaying good judgment, a positive work ethic, strong interpersonal skills, and adherence to company policies and a commitment to excellent customer service
• Successfully completes approved special projects as assigned

• Fluency in both Arabic and English (spoken and written)
• Must be in good standing
• Experience with MS Office and customer service tool set
• Bachelor's degree or 2 years Amazon Experience
• Experience interpreting and communicating analytics
• Experience communicating technical concepts to a non-technical audience
• Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment
• Illustrate communicating and/or presenting to Sr. Leaders or other stakeholders
• Demonstrates flexibility in work hours based on scheduling needs and customer demands
• A minimum of six months of experience handling customer escalated contacts such as D2AS Advanced Technician, DART (Resolution Specialist), Social Media, or Search & Rescue

• Experience utilizing Heartbeat and Tableau
• Proficiency in other languages
• Proficient project management skills (communication, planning, documentation) and the proven ability to identify opportunities, and drive them to completion (kaizen, six sigma, project management methods)
• Knowledge of project management tools like SIM
• HTML skills for creation of departmental and interdepartmental documentation and communication

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Posted: January 14, 2025 (Updated 22 days ago)

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Proudly voted a Great Place to Work, we are a dynamic startup in the SaaS space that is revolutionizing the way businesses communicate. Our team is made up of 500 energetic and passionate Unifones who are dedicated to delivering the best possible experience to 5000+ customer-centric companies.

We pride ourselves on our fun and collaborative work environment, where creativity and new ideas are constantly encouraged. As shareholders in the business, we’re so much more than a group of passionate communicators. We are Unifones. Join our team and be a part of something big!

Meet the team!

Our Engineering team is responsible for designing, developing, and maintaining the systems and technologies that drive Unifonic’s solutions. We work closely with other departments to ensure our products and services meet the needs of our customers. If you are passionate about technology and are excited about working on cutting-edge communication and engagement solutions, we want you on our team.

As an AI Product Engineer / Customer Care - Chatbot, you will be instrumental in defining and leading the vision, strategy, and execution of AI-powered solutions that elevate customer experiences. You’ll play a key role in transforming emerging technologies—such as Large Language Models (LLMs), generative AI, and automation—into customer-centric products that deliver measurable business value.

Help us shape the future of communication by:

• Owning and maintaining the AI product roadmap, balancing innovation with business priorities while aligning with organizational goals.

• Leading the development of AI/ML-powered solutions, working closely with data scientists, engineers, and cross-functional teams to deliver scalable, high-impact products.

• Translating complex AI concepts into clear business outcomes, ensuring alignment between technical capabilities and customer needs.

• Conducting customer and market research (interviews, competitive analysis, trend tracking) to uncover opportunities for AI-driven innovation.

• Defining and monitoring success metrics and KPIs, using data-driven insights to iterate on features and optimize performance.

• Managing the full product lifecycle from ideation, prototyping, and backlog prioritization to testing, deployment, and scaling.

• Ensuring products are built with ethical AI principles, adhering to fairness, transparency, and data privacy best practices.

• Partnering with customer-facing teams to gather feedback, validate solutions, and drive adoption.

What you'll bring:

• 4+ years of product management experience with a proven track record of delivering successful products.

• 1+ years leading AI initiatives or strong experience with data-driven products and demonstrated interest in AI/ML.

• Solid understanding of AI technologies, including LLMs, generative AI, NLP, and automation frameworks.

• Hands-on experience with AI prototyping tools, APIs, and developer ecosystems.

• Ability to translate customer and business needs into technical requirements and prioritize effectively.

• Strong data-driven mindset with experience defining KPIs and leveraging analytics to guide product decisions.

• Bachelor’s or Master’s degree in Engineering, Computer Science, or a related field (or equivalent experience).

• Excellent communication and presentation skills for engaging stakeholders, executives, and customers.

• Ability to shift seamlessly between strategic vision and tactical execution.

• Experience working in fast-paced SaaS or startup environments.

• Previous experience in customer service platforms or conversational marketing.

As a Unifone you will receive a range of benefits:

• Competitive salary and bonus.

• Unifonic share scheme (we are all owners!).

• 30 holiday days after the first anniversary.

• Your Birthday off!

• Spend up to 25 days per year working from anywhere in the world!

• Paid leave for new parents.

• LinkedIn learning license.

Proudly voted a Great Place to Work, we are a dynamic startup in the SaaS space that is revolutionizing the way businesses communicate. Our team is made up of 500 energetic and passionate Unifones who are dedicated to delivering the best possible experience to 5000+ customer-centric companies.

We pride ourselves on our fun and collaborative work environment, where creativity and new ideas are constantly encouraged. As shareholders in the business, we’re so much more than a group of passionate communicators. We are Unifones. Join our team and be a part of something big!

Meet the team!

Our Engineering team is responsible for designing, developing, and maintaining the systems and technologies that drive Unifonic’s solutions. We work closely with other departments to ensure our products and services meet the needs of our customers. If you are passionate about technology and are excited about working on cutting-edge communication and engagement solutions, we want you on our team.

As an AI Product Engineer / Customer Care - Chatbot, you will be instrumental in defining and leading the vision, strategy, and execution of AI-powered solutions that elevate customer experiences. You’ll play a key role in transforming emerging technologies—such as Large Language Models (LLMs), generative AI, and automation—into customer-centric products that deliver measurable business value.

Help us shape the future of communication by:

• Owning and maintaining the AI product roadmap, balancing innovation with business priorities while aligning with organizational goals.

• Leading the development of AI/ML-powered solutions, working closely with data scientists, engineers, and cross-functional teams to deliver scalable, high-impact products.

• Translating complex AI concepts into clear business outcomes, ensuring alignment between technical capabilities and customer needs.

• Conducting customer and market research (interviews, competitive analysis, trend tracking) to uncover opportunities for AI-driven innovation.

• Defining and monitoring success metrics and KPIs, using data-driven insights to iterate on features and optimize performance.

• Managing the full product lifecycle from ideation, prototyping, and backlog prioritization to testing, deployment, and scaling.

• Ensuring products are built with ethical AI principles, adhering to fairness, transparency, and data privacy best practices.

• Partnering with customer-facing teams to gather feedback, validate solutions, and drive adoption.

What you'll bring:

• 4+ years of product management experience with a proven track record of delivering successful products.

• 1+ years leading AI initiatives or strong experience with data-driven products and demonstrated interest in AI/ML.

• Solid understanding of AI technologies, including LLMs, generative AI, NLP, and automation frameworks.

• Hands-on experience with AI prototyping tools, APIs, and developer ecosystems.

• Ability to translate customer and business needs into technical requirements and prioritize effectively.

• Strong data-driven mindset with experience defining KPIs and leveraging analytics to guide product decisions.

• Bachelor’s or Master’s degree in Engineering, Computer Science, or a related field (or equivalent experience).

• Excellent communication and presentation skills for engaging stakeholders, executives, and customers.

• Ability to shift seamlessly between strategic vision and tactical execution.

• Experience working in fast-paced SaaS or startup environments.

• Previous experience in customer service platforms or conversational marketing.

As a Unifone you will receive a range of benefits:

• Competitive salary and bonus.

• Unifonic share scheme (we are all owners!).

• 30 holiday days after the first anniversary.

• Your Birthday off!

• Spend up to 25 days per year working from anywhere in the world!

• Paid leave for new parents.

• LinkedIn learning license.