Job Description

Roles & Responsibilities

As a Customer Service Representative, you will be the first point of contact for customers, addressing their needs with professionalism and care. The role involves managing inquiries, troubleshooting issues, and maintaining high satisfaction levels. Your contribution will strengthen customer loyalty and enhance overall service quality.

1. Customer Interaction & Service Delivery

• Respond to customer inquiries via phone, email, chat, and social media with accuracy and empathy.
• Provide timely information on products, services, policies, and order statuses.
• Own the customer experience end-to-end, ensuring issues are understood and expectations are set clearly.
• Maintain professional tone, active listening, and personalized support in every interaction.
• 
  

1. Issue Resolution & Escalation Management

• Diagnose customer problems, identify root causes, and resolve them within SLA.
• Coordinate cross-functional escalations (e.g., technical support, logistics, billing) with clear documentation.
• Follow up proactively until resolution and confirm customer satisfaction.
• Log cases accurately, prioritize urgent matters and manage multiple tickets effectively.
• 
  

1. Process, Compliance & Quality

• Adhere to company policies, data privacy and compliance standards.
• Use CRM/Service Desk tools to record interactions, update case notes, and maintain data integrity.
• Apply QA guidelines, scripts, and knowledge base articles to ensure consistent service.
• Identify process gaps and propose improvements to reduce repeat contacts and errors.
• 
  

1. Customer Insights, Retention & Collaboration

• Capture customer feedback and recurring themes, share insights with product/ops teams.
• Promote suitable solutions, add-ons, or alternatives that enhance value and retention
• Participate in training and refreshers to stay current on offerings, systems, and best practices.

Desired Candidate Profile

Arabic Speaker (Mandatory)

Employment Type

• Full-time

Company Industry

• FMCGFoodsBeverages

Department / Functional Area

• HelpdeskCustomer ServiceTelecalling

Job Description

Roles & Responsibilities

As a Customer Service Representative, you will be the first point of contact for customers, addressing their needs with professionalism and care. The role involves managing inquiries, troubleshooting issues, and maintaining high satisfaction levels. Your contribution will strengthen customer loyalty and enhance overall service quality.

1. Customer Interaction & Service Delivery

• Respond to customer inquiries via phone, email, chat, and social media with accuracy and empathy.
• Provide timely information on products, services, policies, and order statuses.
• Own the customer experience end-to-end, ensuring issues are understood and expectations are set clearly.
• Maintain professional tone, active listening, and personalized support in every interaction.
• 
  

1. Issue Resolution & Escalation Management

• Diagnose customer problems, identify root causes, and resolve them within SLA.
• Coordinate cross-functional escalations (e.g., technical support, logistics, billing) with clear documentation.
• Follow up proactively until resolution and confirm customer satisfaction.
• Log cases accurately, prioritize urgent matters and manage multiple tickets effectively.
• 
  

1. Process, Compliance & Quality

• Adhere to company policies, data privacy and compliance standards.
• Use CRM/Service Desk tools to record interactions, update case notes, and maintain data integrity.
• Apply QA guidelines, scripts, and knowledge base articles to ensure consistent service.
• Identify process gaps and propose improvements to reduce repeat contacts and errors.
• 
  

1. Customer Insights, Retention & Collaboration

• Capture customer feedback and recurring themes, share insights with product/ops teams.
• Promote suitable solutions, add-ons, or alternatives that enhance value and retention
• Participate in training and refreshers to stay current on offerings, systems, and best practices.

Desired Candidate Profile

Arabic Speaker (Mandatory)

Employment Type

• Full-time

Company Industry

• FMCGFoodsBeverages

Department / Functional Area

• HelpdeskCustomer ServiceTelecalling