• Respond promptly and professionally to customer inquiries via phone, email, live chat, and other digital communication channels.

• Handle customer concerns, complaints, and service requests efficiently while maintaining a positive and empathetic approach.

• Provide accurate information regarding products, services, policies, and procedures.

• Resolve customer issues within the agreed service levels, escalating complex cases when necessary.

• Maintain detailed and accurate records of customer interactions in the CRM system.

• Follow up with customers to ensure timely resolution and complete satisfaction.

• Coordinate with internal departments to resolve customer queries effectively.

• Meet individual and team performance targets, including response time, customer satisfaction, and quality standards.

• Ensure all customer interactions are handled professionally and in accordance with company policies.

• Continuously contribute to improving customer service processes and overall customer experience.

Desired Candidate Profile

• Bachelor's degree or equivalent qualification preferred.

• Previous experience in a Customer Service, Call Center, Contact Center, or Customer Support role is preferred.

• Excellent verbal and written communication skills in English and Arabic (both are mandatory).

• Strong interpersonal and active listening skills.

• Ability to manage customer interactions across phone, email, and chat simultaneously.

• Proficient in Microsoft Office and CRM/customer support systems.

• Strong problem-solving, organizational, and multitasking abilities.

• Ability to work in a fast-paced, customer-centric environment.

• Positive attitude, professional appearance, and a customer-first mindset.

• Flexibility to work shifts, weekends, or public holidays if required.

• Experience handling omnichannel customer support (Voice, Email & Live Chat).

• Strong conflict resolution and complaint-handling skills.

• Excellent typing speed and written communication skills.

• Ability to remain calm and professional under pressure.

• Experience working with customer service KPIs such as First Response Time (FRT), Average Handling Time (AHT), Customer Satisfaction (CSAT), and Service Level Agreements (SLAs).

NOTE: Only candidates immediately available with Customer service/call center experience can apply!