Customer Service Representative

Job Overview

We are seeking a highly motivated Customer Service Representative / Sales Agent to handle customer inquiries, support sales, and ensure a smooth customer experience. The role involves communication with customers through live chat, tickets, phone calls, and email.

English fluency (B2 minimum with clear accent) is required. Arabic is preferred.

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Key Responsibilities

Handle live chat, tickets, emails, and calls daily.

Manage up to 5 concurrent chats while maintaining quality standards.

Process replacements, returns, damages, and order modifications as per company policy.

Coordinate with operations and warehouse teams through internal ticketing systems.

Handle escalations when required and document all cases accurately.

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Requirements

13 years of Customer Service experience.

B2 English minimum with clear accent.

Arabic + English preferred (English-only may be considered if accent is strong).

Typing speed: 50 WPM+.

Comfortable working under sustained pressure and high chat volume.

Flexible with shifts.

Tech-savvy and familiar with CRM systems, chat software, and email platforms.

Ability to work independently and manage time effectively in a remote role.

Personal laptop, stable internet connection, and quiet workspace required.

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Preferred Qualifications (Not Required)

Experience in online retail, e-commerce, or service-based industries.

Knowledge of GCC/MENA customer behavior and communication styles.

Previous experience handling outbound follow-ups or sales outreach.

Experience using FreshDesk, FreshChat, Shopify, or similar CRM/ticketing systems.

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Work Conditions

Fully remote position.

6 working days per week.

Communication is handled via live chat, tickets, email, and calls.

Shifts based on UAE time (9:00 AM 6:00 PM / 12:00 PM 9:00 PM / 1:00 PM 10:00 PM).

Shifts may rotate depending on operational coverage needs.

Personal laptop, stable internet connection, and quiet workspace required.