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. You will ensure professional, accurate communication while meeting service level agreements.

Key responsibilities

• Respond to customer requests via email, social media, WhatsApp, and ticketing systems.
• Manage and resolve tickets within SLA, maintaining high‑quality communication and proper documentation.
• Conduct outbound follow‑up calls related to existing tickets to confirm issue resolution.
• Coordinate with internal teams to efficiently resolve customer issues.
• Track, update, and maintain accurate records of all interactions in CRM systems.
• Handle complaints and provide appropriate solutions following defined processes.
• Monitor pending and open tickets, ensuring timely follow‑up and closure.
• Identify recurring issues, escalating trends or system gaps to management.
• Support customer retention by delivering smooth, satisfactory resolution experiences.

Required profile

• 1–3 years of experience in customer service, preferably in back‑office, email, or ticket handling roles.
• Excellent written communication in Arabic and English.
• Good verbal communication skills for follow‑up calls.
• Experience handling social media and WhatsApp customer interactions.
• Strong organizational skills and ability to manage multiple tickets simultaneously.
• Attention to detail and clear case documentation.
• Ability to work under pressure and meet SLAs in a fast‑paced environment.
• Basic problem‑solving skills and a customer‑focused mindset.
• Familiarity with CRM systems (e.g., Zendesk, Gorgias) is a plus.

Required skills

• Zendesk
• Gorgias