Customer Support Agent

About the role

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

Key responsibilities

• Respond to customer inquiries via live chat and email promptly while adhering to SLA targets.
• Handle outbound calls to follow up on cases and gather additional information.
• Troubleshoot basic technical problems and escalate complex issues to the appropriate teams.
• Maintain accurate records of all interactions and ensure timely follow‑up on open cases.
• Achieve or exceed KPIs such as CSAT, response time and resolution time.
• Collaborate with internal departments to facilitate swift issue resolution and continuous service improvement.
• Stay updated on company products, services, processes and policies to provide accurate information.

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 manage multiple interactions while maintaining accuracy.
• Organizational and time‑management skills suitable for a fast‑paced, team‑oriented environment.

Required skills

• Experience with CRM or support platforms, preferably Zendesk.