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 requires empathy, professionalism and a positive attitude to ensure every interaction reflects the brand’s commitment to service excellence.

Key responsibilities

• Manage and respond to all incoming customer 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 teams to resolve issues efficiently.
• Escalate complex cases to the Customer Service Manager or E‑commerce Manager.
• Document cases and resolutions accurately for reporting and tracking.

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 (any).
• Ability to handle WhatsApp calls.