Job details

Job Summary:
We are seeking a skilled and customer-centric individual with C1-level proficiency in Arabic to join our
team as a Customer Service Representative. In this role, you will manage customer inquiries, resolve
concerns, and ensure an exceptional customer experience while effectively communicating in Arabic.
Your expertise in problem-solving and service delivery will be pivotal in achieving customer satisfaction
and fostering loyalty.
Key Responsibilities:
1. Customer Interaction:
o Provide prompt, professional, and friendly responses to customer inquiries in Arabic via
phone, email, or chat.
o Understand customer needs and deliver tailored solutions effectively.
2. Issue Resolution:
o Address customer complaints with empathy and ensure timely resolution.
o Escalate complex issues to the appropriate teams while maintaining accountability for
resolution.
3. Process Adherence:
o Follow company guidelines and standard operating procedures to ensure high-quality
service delivery.
o Accurately document customer interactions in the system for future reference.
4. Problem Solving:
o Identify common trends in customer issues and recommend process improvements.
o Collaborate with internal teams to resolve recurring issues and enhance the overall
customer experience.
5. Performance Goals:
o Meet and exceed key performance indicators (KPIs), including response time, resolution
time, and customer satisfaction scores.
o Participate in training programs to continuously enhance Arabic language skills and
customer service techniques.

Soft Skills:

o Strong communication and interpersonal skills.
o Excellent problem-solving and multitasking abilities.
o A customer-first mindset with patience and empathy.

Shift Details:
o Rotational Shifts: The position requires flexibility to work in rotational shifts, ensuring coverage
across different time zones or operational hours.
Qualifications and Skills:
o Education: Bachelor’s degree or equivalent work experience.
o Language Proficiency: Fluent in Arabic at a C1 level (spoken), with proficiency in English and
Urdu being a beneficial addition.
o Experience: Minimum of 2 of customer service experience, preferably in multilingual
environments.
o Technical Skills: Proficiency in using customer service software, CRM systems, and basic office
tools.
o Typing Speed: 40 WPM