Job Description

About the Role

We are seeking an experienced and customer-focused

Customer Support Executive

to join the Marhaba Group team. This role involves managing inbound queries, complaints, and business leads across

phone, WhatsApp/chat, email, and social media

, while also playing a strategic role in improving support processes and tools. The ideal candidate will bring hands-on experience in support systems like

Zendesk, Zoho Desk, ZIWO

, or similar platforms, along with a strong understanding of how customer experience ties into business performance.

Key Responsibilities

Handle customer interactions across phone, chat, email and social platforms with empathy and professionalism. Own the full resolution cycle for queries, complaints, and lead routing, ensuring SLA and TAT adherence. Log and manage cases through support systems Monitor and report on support metrics like response time, resolution rate, and customer satisfaction. Identify recurring pain points and propose improvements to processes, tools, or FAQs. Collaborate with internal teams (sales, operations, logistics) to close feedback loops and resolve cases efficiently. Stay updated with platform feature upgrades, support best practices, and Marhaba's evolving business offerings.

Strategic Capabilities

Tool Proficiency

: Hands-on experience with support platforms is essential.

Process Optimization

: Ability to streamline workflows using automation, canned responses, tagging, and CRM integrations.

CX Insights

: Analyze tickets and customer interactions to identify service gaps and customer sentiment trends.

Channel Strategy

: Contribute ideas to enhance response strategy across social, WhatsApp, email, and calls.

Documentation

: Create and maintain SOPs, internal help guides, and knowledge base articles for consistent quality.

Requirements

Minimum

5 years of customer support experience

, preferably in an omnichannel or service-heavy environment. Strong command over English;

Arabic proficiency is a significant advantage

. Experience using modern customer support tools (Zendesk, Zoho, ZIWO, Freshdesk, or similar). Proactive problem-solver with high attention to detail and strong follow-up discipline.
Ability to work under pressure, multitask, and manage high-volume query loads.

Job Type: Full-time