Customer Service Live Agent

About the role

The Customer Service Live Agent is the first point of contact for Mike Sport’s customers across WhatsApp, Instagram Direct, Facebook Messenger and Email. The role combines empathy, professionalism and positivity to deliver fast, accurate and personalized solutions that reinforce brand loyalty.

Key responsibilities

• Manage and respond to all incoming service cases through the centralized communication platform.
• Provide accurate information on products, orders and policies while maintaining the company’s tone of voice.
• Coordinate with branches, operations, logistics and sales to resolve issues efficiently.
• Escalate complex cases to the Customer Service Manager or E‑commerce Manager.
• Document cases and resolutions accurately for tracking and reporting.

Required profile

• Bachelor’s degree or equivalent.
• 1–2 years of professional customer service experience; retail experience is a plus.
• Excellent written and spoken Arabic and English; French is a plus.
• Ability to work flexible shifts, including weekends and holidays.

Required skills

• Proficiency with MS Office.
• Experience with a customer service platform (or ability to learn new digital tools).