Customer Support Agent

About the role

We are looking for a proactive Customer Support Agent to deliver high‑quality assistance across live chat, email and outbound calls. The role focuses on resolving customer inquiries, troubleshooting basic technical issues and ensuring a positive experience that meets our service standards.

Key responsibilities

• Respond promptly to customer inquiries via live chat and email while adhering to SLAs.
• Handle outbound calls for follow‑ups, issue resolution, feedback collection and service updates.
• Troubleshoot basic technical problems and escalate complex cases to the appropriate teams.
• Maintain accurate records of interactions and follow up on outstanding cases.
• Meet or exceed KPIs such as CSAT, response time and resolution time.
• Collaborate with internal teams to ensure swift issue resolution and continuous improvement.
• Stay updated on company products, services, processes and policies.

Required profile

• 1‑3 years of experience in customer service or support.
• Excellent written and verbal communication in English and Arabic; French is a plus.
• Strong problem‑solving, analytical mindset and customer‑first attitude.
• Ability to manage multiple interactions with high accuracy and attention to detail.
• Experience with CRM or support platforms; exposure to Zendesk is a plus.
• Organizational and time‑management skills, confident phone communication.
• Comfortable working in a fast‑paced, team‑oriented environment.

Required skills

• Zendesk
• CRM platforms