وظيفة منسق خدمة العملاء والتسويق لدى شركة اسناد المحدودة في مكة وجدة

Customer Care & Marketing Coordinator

Job Summary

The Customer Care & Marketing Coordinator is responsible for delivering a consistent and positive customer experience across all customer touchpoints while supporting the company’s marketing, social media, PR, and partnership activities.

The role serves as a key link between customers and internal departments by managing inquiries and complaints, coordinating resolutions, monitoring customer feedback, and supporting effective communication across digital and offline channels.

Success in this role is demonstrated through timely customer response, effective complaint resolution, accurate reporting, strong cross-functional coordination, and professional representation of the company across all customer-facing channels.

Responsibilities

• Handle customer inquiries through phone calls, WhatsApp, social media, and other customer communication channels in a timely and professional manner.
• Receive, document, manage, and follow up on customer complaints across all touchpoints.
• Track customer cases from initial receipt through resolution and closure.
• Coordinate with relevant internal departments to investigate customer issues and ensure appropriate and timely resolutions.
• Maintain accurate and up-to-date records of customer inquiries, complaints, actions taken, and resolution status.
• Prepare regular customer complaint reports and analysis, highlighting recurring issues, trends, resolution status, and customer feedback.
• Identify recurring customer concerns and communicate findings to relevant departments to support service and process improvements.
• Manage and respond to comments, direct messages, and customer interactions across social media platforms.
• Monitor customer feedback across digital channels and escalate sensitive or critical cases when required.
• Support PR activities, partnerships, campaigns, events, and collaborations with customers, influencers, and external partners.
• Coordinate with the Marketing team to ensure customer communications are aligned with the company’s brand guidelines and communication standards.
• Support marketing initiatives and customer engagement activities when required.
• Maintain professional communication and ensure a consistent and positive customer experience across all touchpoints.
• Prepare periodic reports on customer care activities, complaints, customer feedback, and key observations.
• Perform other related duties as assigned.

Qualifications

• Bachelor’s degree in Marketing, Business Administration, Public Relations, Communications, or a related field.
• Previous experience in Customer Care, Customer Service, Marketing Coordination, Community Management, or a related role is preferred.
• Excellent verbal and written communication skills in Arabic and English.
• Strong customer service and interpersonal skills.
• Ability to handle complaints and challenging customer situations professionally.
• Strong organizational, follow-up, and coordination skills.
• Good analytical and reporting skills, with the ability to identify trends and recurring customer issues.
• Familiarity with social media platforms and digital customer communication channels.
• Proficiency in Microsoft Office, particularly Excel, Word, and PowerPoint.
• Ability to coordinate effectively with multiple departments and external stakeholders.
• Strong attention to detail and ability to manage multiple cases and priorities simultaneously.
• Professional, customer-focused, and solution-oriented approach.

📍 Location: Esnad Foods - Jeddah Industrial City, Zone 1

📩 To apply: Send your CV to Jobs@esnad.com