Customer Service Live Agent – Multi‑Channel Support

About the role

The Customer Service Live Agent is the first point of contact for Mike Sport’s Group customers across WhatsApp, Instagram Direct, Facebook Messenger and Email. The role requires empathy, professionalism and a positive attitude to deliver fast, accurate and personalized solutions that build trust and loyalty.

Key responsibilities

• Manage and respond to all incoming customer service cases through the centralized communication platform.
• Handle inquiries with professionalism, empathy and positivity, ensuring customers feel valued.
• Provide accurate information about products, services, orders and policies.
• Coordinate with internal departments such as branches, operations, logistics and sales to resolve cases efficiently.
• Escalate complex or unresolved cases to the Customer Service Manager or E‑commerce Manager.
• Document cases and resolutions accurately for tracking and reporting.
• Follow established service processes and SLAs to maintain consistency and speed.

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; ability to handle WhatsApp calls.
• Flexibility to work shifts, including weekends and holidays, according to business needs.

Required skills

• Proficiency with MS Office.
• Experience using a customer service platform or similar digital tools.