Customer Service Associate

About the role

We are looking for a Customer Service Associate to handle day-to-day customer inquiries across non-voice channels such as email, social media, WhatsApp and ticketing systems. The role requires professionalism, accuracy and a strong focus on delivering a smooth resolution experience.

Key responsibilities

• Respond to customer requests via email, social media, WhatsApp and ticketing platforms while maintaining brand tone.
• Manage and resolve tickets within defined SLAs, ensuring thorough case documentation.
• Conduct outbound follow-up calls related to open tickets to confirm issue resolution and customer satisfaction.
• Coordinate with internal teams to address and close customer issues efficiently.
• Track, update and maintain accurate records of all interactions in the CRM system.
• Monitor pending tickets, follow up promptly and close them within agreed timelines.
• Identify recurring problems, report trends and suggest improvements to management.
• Handle complaints and provide appropriate solutions following established processes.

Required profile

• 1–3 years of experience in customer service, preferably in back-office, email or ticket handling.
• Excellent written communication in Arabic and English; good verbal skills for follow-up calls.
• Strong organizational abilities and attention to detail.
• Ability to work under pressure and meet SLAs in a fast-paced environment.
• Customer-focused mindset with basic problem-solving skills.

Required skills

• Experience with CRM or ticketing platforms such as Zendesk or Gorgias.
• Proficiency in handling social-media and WhatsApp customer interactions.