Customer Experience & Retention Specialist (Arabic & English) – Remote

About the role

Kodland, a global online school for kids and teens, is looking for a bilingual Customer Experience & Retention Specialist to join its GCC Customer Service team. Working remotely, you will be the primary point of contact for enrolled families, helping them resolve issues and keep students engaged in their learning journey.

Key responsibilities

• Welcome and support newly enrolled families via phone, chat, and email.
• Assist parents with schedules, lesson access, credentials, transfers, freezes, and course‑related questions.
• Follow up with students who miss lessons, identify disengagement reasons, and propose solutions.
• Handle refund or cancellation requests, negotiate alternatives, and arrange payment plans.
• Maintain accurate records in CRM and ticketing systems while meeting response‑time and satisfaction targets.
• Collaborate with internal teams to ensure timely issue resolution.

Required profile

• Fluent in Arabic and English.
• 1–2 years of experience in customer service, care, or retention.
• Strong communication, listening, and problem‑solving abilities.
• Ability to stay professional during emotionally charged conversations.
• Self‑motivated and able to work independently in a remote setting.

Required skills

• Hands‑on experience with CRM platforms.
• Experience using ticketing or customer‑support tools.

What we offer

• 100 % remote work, 40 hours per week.
• One weekend day per month.
• Structured training and onboarding.
• International team environment with internal growth opportunities.
• Employee discounts on Kodland programmes.
• Fixed monthly salary of $185 plus up to $50 KPI bonus.