Customer Service Representative

Key Responsibilities

• Respond to customer inquiries through phone, email, and other communication channels in a professional and timely manner.
• Assist travelers with inquiries related to Tax Free Shopping, refunds, transactions, and related services.
• Resolve customer complaints and issues while maintaining a positive and professional approach.
• Provide accurate information and clear guidance to customers based on company procedures and policies.
• Coordinate with internal teams and relevant stakeholders to resolve complex customer cases.
• Maintain accurate records of customer interactions and follow up on outstanding cases.
• Meet individual and team customer service KPIs, quality standards, and response-time targets.
• Identify recurring customer issues and provide feedback to improve processes and the overall customer experience.
• Ensure compliance with company policies, procedures, and applicable regulatory requirements.

Requirements

• Bachelor's degree or equivalent qualification.
• Previous experience in customer service, hospitality, retail, or a similar customer-facing role is preferred.
• Strong communication and interpersonal skills.
• Fluent in Arabic and English; additional languages are a plus.
• Strong problem-solving and conflict-resolution skills.
• Ability to work in a fast-paced, multicultural environment.
• Customer-focused mindset with strong attention to detail.
• Comfortable working flexible shifts, including weekends or evenings when required.

What We're Looking For

Someone who is genuinely passionate about helping customers, communicates clearly, stays calm under pressure, and takes ownership of resolving issues from start to finish.