Job Description

Position Overview:
We are seeking a highly motivated and customer-oriented Customer Response Representative who is fluent in both Arabic and English. In this role, you will be the first point of contact for our customers, providing timely, accurate, and empathetic support across various channels. You will play a crucial role in building trust, resolving issues, and ensuring a seamless customer experience that reflects the high standards of the MENAA brand.
Key Responsibilities:

• Multi-Channel Support: Respond promptly and professionally to customer inquiries received via email, live chat, social media, and potentially phone calls.
• Issue Resolution: Diagnose customer issues, provide effective solutions, and follow up to ensure resolution. Escalate complex cases to the appropriate internal teams when necessary.
• Product Knowledge: Maintain an in-depth understanding of MENAA's products, services, and policies to provide accurate information and guidance to customers.
• Customer Satisfaction: Strive to achieve first-contact resolution and deliver service that exceeds customer expectations, contributing to high customer satisfaction (CSAT) scores.
• Feedback Loop: Document customer interactions, feedback, and recurring issues clearly in our CRM system. Share insights with the team to help improve our products and processes.
• Brand Advocacy: Represent the MENAA brand positively and professionally at all times, building strong, lasting relationships with our diverse customer base.

Required Qualifications & Skills:

• Language Skills: Full professional fluency in both Arabic and English (written and verbal) is mandatory.
• Experience: 1-2 years of experience in a customer service, customer support, or similar client-facing role.
• Communication: Exceptional communication and interpersonal skills, with the ability to explain concepts clearly and empathetically.
• Problem-Solver: A proactive and analytical mindset with a strong ability to troubleshoot problems and find solutions.
• Tech-Savvy: Proficiency with computers and experience with standard customer service software (e.g., CRM systems like Zendesk, Freshdesk, or Salesforce; live chat platforms).
• Adaptability: Ability to work in a fast-paced environment, manage multiple tasks simultaneously, and adapt to changing priorities.
• Team Player: A collaborative spirit with a positive attitude and a willingness to learn and grow with the team.

What We Offer:

• A competitive salary and benefits package.
• Comprehensive training and opportunities for professional development.
• A dynamic, inclusive, and multicultural work environment.
• The chance to be a key part of a growing company making an impact in the MENA region.

Skills Required