Customer Support Specialist

• Handle day-to-day customer inquiries and requests through non-voice channels including email, social media, WhatsApp, and ticketing systems with professionalism and accuracy.

• Manage and resolve customer tickets within SLA while ensuring high-quality communication and proper case documentation.

• Monitor 3PL shipment status and proactively follow up to ensure timely delivery and issue resolution

• Conduct outbound follow-up calls related to existing tickets to ensure issue resolution and customer satisfaction.

• Coordinate with internal teams to resolve customer issues efficiently.

• Track, update, and maintain accurate records of all customer interactions in CRM systems.

• Ensure timely responses across all platforms while maintaining brand tone and communication standards.

• Handle customer complaints and provide appropriate solutions within defined processes.

• Monitor pending and open tickets, ensuring proper follow-up and closure within agreed timelines.

• Identify recurring issues and escalate trends or system gaps to management.

• Support customer retention by ensuring a smooth and satisfactory resolution experience.

Requirements:

• 1–3 years of experience in customer service, preferably in back office, email, or ticket handling roles.

• A call center background is preferred.

• Excellent written communication skills in Arabic and English.

• Good verbal communication skills for follow-up calls.

• Experience handling social media and WhatsApp customer interactions.

• Strong organizational skills with the ability to manage multiple tickets simultaneously.

• Attention to detail and ability to document cases clearly and accurately.

• Ability to work under pressure and meet SLAs in a fast-paced environment.