Job Description

About Us

FroggyTalk is dedicated to connecting migrants with their loved ones through affordable, reliable, and easy-to-use international calling services. Our mission is to bridge the distance between families and communities, empowering users to stay connected no matter where they are. We're looking for a Customer Service Advisor (Arabic & French Speaking) to join our team and play a key role in supporting our Arabic-speaking customers. If you are passionate about helping others, thrive in a fast-paced environment, and are committed to delivering outstanding customer support, we'd love to have you on board.

Position Summary

As a Customer Service Advisor (Arabic & French Speaking), you are the face and voice of FroggyTalk, playing a pivotal role in supporting and engaging with our Arabic-speaking customers. In this remote role, you will manage customer interactions across email, telephone and instant messaging channels, focusing on resolving issues efficiently, building strong rapport, and delivering a seamless and satisfying customer experience. You job is crucial towards FroggyTalk's mission of connecting communities worldwide.

Responsibilities

Customer Interaction and Support

oRespond promptly and professionally to inbound customer queries via telephone, WhatsApp, email, social media and live chat in both Arabic and English.

oHandle outbound calls for loyalty projects, to follow up on inquiries, provide support, and build customer relationships.

oResolve customer issues effectively by offering timely and accurate solutions.

oTranslate messages and documents from Arabic to English, maintaining accuracy and cultural sensitivity.

oTake ownership of query resolution, finding the best solutions according to the company's process and guidelines

Manage engagements with professionalism and emotional intelligence, focusing on solution and retention.

Customer Experience Management

oMaintain meticulous records of customer interactions, complaints, and resolutions in the company's CRM system.

oCollect and report user statistics, feedback, and trends to help improve FroggyTalk's services and customer engagement strategies.

oProactively identify and escalate complex issues to the appropriate department for further resolution.

Analytics and Optimization

oGenerate regular reports on inbound and outbound customer interactions, highlighting key metrics such as response times, resolution rates, and satisfaction scores.

oIdentify opportunities for improving customer service processes and contribute to operational efficiency.

Requirements

oArabic speaker with a strong command of English (oral and written). oEnsuring that all customer engagements meet the Key Performance Indicators ('KPIs') for the role.

oExperienced in customer service (minimum of 1 year), preferably in a telecommunications workspace. oStrong data analysis skills and proficiency in CRM tools like

Zoho Desk, Freshdesk, Zendesk,

or

SalesForce CRM

.

oNatural multi-tasking ability, with an excellent eye for detail, critical thinking and good organizational skills

oSelf-motivated, disciplined, and able to work remotely with a strong focus on meeting goals.

oTeam player with demonstrable success in cross-functional collaboration.

What We Offer

oA collaborative and supportive team environment. o100% remote work with flexible hours.

oCompetitive salary and performance-based incentives. oOpportunity to have a direct impact on the growth of an innovative startup.

If you're excited about making a difference and joining a company that values connection and community, we want to hear from you!

Job Type: Full-time