Senior Customer Support Representative

About the role

ET3Labs, behind the AI-powered matchmaking platform AlKhattaba, is looking for a Senior Customer Support Representative to deliver high-quality support and a seamless customer experience. You will handle inquiries and complaints across various channels, resolve issues using company policies and contribute to continuous service improvement.

Key responsibilities

• Respond to user inquiries by email and through customer support tools (no phone calls).
• Resolve complaints, offer solutions and follow up until the issue is resolved.
• Document and track customer interactions in the system.
• Provide daily reports on user feedback and suggestions to the communications team.
• Suggest improvements to make customer service more efficient.

Required profile

• Bachelor's degree in a relevant field (Communications, Social Sciences, Business, Information Technology or similar), or currently pursuing one; fresh graduates are encouraged to apply.
• Fluent in Arabic, French and English, written and spoken.
• Willingness to work rotating shifts (days, nights, weekends).
• Reliable internet connection and a computer.
• Self-disciplined and able to work independently.

Required skills

• Strong communication and persuasion skills.
• Customer-focused approach, able to handle different personalities professionally.
• Prior customer service experience (remote or in-office) and familiarity with CRM tools such as Zendesk or Zoho Desk are preferred but not mandatory.