Customer Support Agent

About the role

We are looking for a proactive Customer Support Agent to deliver high‑quality assistance through live chat and email. The role focuses on resolving customer inquiries, technical issues, and complaints while maintaining a positive experience and meeting service standards.

Key responsibilities

• Respond to customer inquiries via live chat and email within established SLAs.
• Resolve questions, concerns, and complaints efficiently to ensure satisfaction.
• Troubleshoot basic technical problems and escalate complex cases to the appropriate teams.
• Maintain accurate records of interactions and follow up on open cases.
• Achieve or exceed KPIs such as CSAT, response time, and resolution time.
• Collaborate with internal teams for prompt 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 mindset with a customer‑first attitude.
• Ability to handle multiple interactions while maintaining accuracy.
• Organizational and time‑management skills in a fast‑paced, team‑oriented environment.

Required skills

• Experience with CRM or customer support platforms; Zendesk exposure is a plus.