Customer Service Agent (Native Arabic Speaker)

Industry

Customer Service / E-Commerce

Employment Type

Full Time

Location

Dubai, United Arab Emirates

Salary

AED 4,500 Per Month

Company

Confidential

Qualification

• Bachelor’s Degree, Diploma, or equivalent qualification preferred

Experience

• Minimum 2+ years of customer service experience
• E-commerce industry experience preferred
• Experience handling customer inquiries across multiple communication channels is an advantage

Job Description

A Dubai-based company is seeking a Customer Service Agent to join its customer support team. This role is ideal for a native Arabic speaker who is fluent in English and passionate about delivering exceptional customer experiences.

The successful candidate will be responsible for managing customer inquiries, supporting account-related requests, engaging with online communities, and ensuring customer satisfaction through professional and efficient service. This position offers an excellent opportunity to build a long-term career in customer service within a dynamic e-commerce environment.

Key Responsibilities

Customer Support & Communication

• Respond to customer inquiries through phone, email, chat, and other communication channels
• Provide accurate information and timely assistance to customers
• Ensure professional and courteous communication at all times
• Handle customer requests efficiently while maintaining service quality standards

Customer Account Management

• Manage customer accounts and related service requests
• Assist customers with account updates, order inquiries, and service-related concerns
• Maintain accurate customer information and account records
• Follow up on pending requests to ensure resolution

Social Media Community Management

• Support social media customer interactions and engagement activities
• Respond to customer comments, messages, and inquiries on social platforms
• Monitor online community feedback and escalate issues when necessary
• Contribute to maintaining a positive brand image and customer experience

Issue Resolution & Escalation Management

• Investigate and resolve customer complaints effectively
• Coordinate with internal departments to address customer concerns
• Escalate complex issues to the appropriate teams when required
• Ensure timely resolution and customer follow-up

Customer Satisfaction & Retention

• Support initiatives aimed at improving customer loyalty and retention
• Identify opportunities to enhance customer experience
• Maintain strong customer relationships through proactive service
• Contribute to achieving customer satisfaction targets

Documentation & Reporting

• Maintain accurate records of customer interactions and service requests
• Update CRM systems and internal databases regularly
• Prepare customer service reports and activity logs when required
• Ensure all customer information is recorded accurately and securely

Requirements

Language Requirements

• Native Arabic Speaker (Mandatory)
• Fluent in English (Mandatory)

Educational Qualification

• Bachelor’s Degree, Diploma, or equivalent qualification preferred

Professional Experience

• Minimum 2 years of customer service experience
• Previous e-commerce industry experience preferred
• Experience handling customer complaints and service inquiries

Core Competencies

• Excellent communication and interpersonal skills
• Strong problem-solving and conflict-resolution abilities
• Customer-focused mindset with a commitment to service excellence
• Ability to work effectively in a fast-paced environment
• Strong organizational and multitasking skills

Required Knowledge

Customer Service

• Customer Service Best Practices
• Customer Satisfaction Management
• Customer Retention Strategies
• Service Quality Standards

Customer Relationship Management

• Customer Relationship Management (CRM)
• Account Management Processes
• Customer Communication Techniques
• Customer Data Management

E-Commerce Operations

• E-Commerce Customer Support Processes
• Online Order Management
• Customer Inquiry Handling
• Digital Customer Experience

Social Media & Community Engagement

• Social Media Community Management
• Online Customer Interaction
• Brand Reputation Management
• Digital Communication Practices

Complaint Resolution

• Complaint Handling Techniques
• Escalation Management
• Conflict Resolution
• Customer Recovery Strategies

Benefits

• Competitive salary package
• Employee benefits as per company policy
• Career growth opportunities within a dynamic organization
• Exposure to customer service and e-commerce operations

Ideal Candidate Profile

• Native Arabic-speaking customer service professional
• Passionate about helping customers and solving problems
• Strong communicator with excellent interpersonal skills
• Able to manage multiple customer interactions simultaneously
• Proactive, positive, and customer-oriented
• Comfortable working in a fast-paced and performance-driven environment

How to Apply

Interested candidates may apply by sending their updated resume.