Job Description

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.

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.

Job Type: Full-time

Pay: AED4,000.00 - AED8,000.00 per month