Customer Care Agent (Arabic Speaker)

Job Title:

Department:

Reports To:

Location:

Working Hours:

Job Purpose

Key Responsibilities

• Handle incoming customer calls, inquiries, and complaints professionally.
• Make outbound calls for customer support, follow-ups, and feedback.
• Respond to emails, social media messages, Google Chat, and online reviews promptly.
• Maintain and update Google listings and online platforms.
• Manage customer orders and reservations.
• Handle customer complaints calmly and professionally, aiming for quick resolution.
• Record and categorize customer inquiries and complaints accurately.
• Escalate complex issues to the relevant department when needed.
• Follow up on pending customer concerns until resolved.
• Coordinate PR invites and support special events.
• Respond professionally during crisis situations, including negative comments or viral content.
• Send marketing messages and customer updates when required.
• Provide personalized service to VIP guests and ensure a smooth customer experience.
• Participate in brand immersion activities and guest journey assessments.
• Provide feedback to improve customer experience and operations.
• Meet department and individual KPIs.

Soft Skills

• Customer-focused with a positive attitude.
• Strong problem-solving and communication skills.
• Ability to stay calm and professional under pressure.
• Team player with good coordination skills.
• Flexible, proactive, and willing to learn.
• Open to feedback and continuous improvement.

Requirements

• Flexible to work shifts, weekends, public holidays, and overnight schedules.
• Highly motivated and able to handle challenges.
• Organized, punctual, and able to multitask.
• Tech-savvy and comfortable using digital platforms.
• Previous contact center experience, preferably in the GCC.
• Fluent in Arabic and English, both spoken and written.