Bilingual Customer Service Agent (Arabic & English)

The role involves delivering exceptional 5-star eCommerce support through phone, chat, and email channels in both Arabic and English, catering to customers across the UAE and global markets. Successful candidate will be responsible for identifying customer needs by carefully assessing concerns and researching existing issues in order to provide effective and strategic solutions that address and clarify any confusion. Handles and resolves complex inquiries related to orders, returns, and product information while demonstrating strong brand advocacy.

The position also requires ensuring first-contact resolution whenever possible and coordinating with relevant departments to achieve timely case closure in line with established service standards.

In addition, the candidate is expected to provide constructive feedback on tools, processes, and guidelines to help improve workflow and enhance the overall customer experience. Maintaining high levels of customer satisfaction is essential, which includes adhering to proper procedures and demonstrating professionalism, empathy, and clear communication at all times, while working collaboratively within a dynamic and fast-paced team environment.