Live Chat Customer Service Representative

Company Description MICO WORLD is an internet company specializing in social entertainment platforms and applications, including MICO, YoHo, TopTop, and SUGO. The company has a strong presence in markets such as the Middle East, Southeast Asia, North America, Japan, and Korea. Its business spans more than 150 countries and regions, serving a diverse global user base. MICO WORLD’s products have attracted over 200 million registered users worldwide, reflecting its rapid growth and active, international community. Team members join a fast-paced environment focused on innovation, user engagement, and global impact.

Role Description The Live Chat Customer Service Representative is a full-time, on-site role based in Cairo, Egypt. In this role, the representative will respond to user inquiries via live chat, provide timely and accurate information about MICO WORLD’s applications, and help resolve issues related to accounts, app features, and technical difficulties. The representative will guide users through troubleshooting steps, escalate complex cases to the appropriate teams, and document interactions in internal systems. Daily responsibilities also include monitoring chat queues, maintaining high response quality, following company policies and workflows, and contributing feedback to improve user experience and support processes. The role requires a strong customer focus, clear written communication, and the ability to work in a fast-moving, multilingual, and multicultural environment.

Qualifications

• Demonstrated experience in customer-facing roles, such as Customer Service Representatives or similar positions, with a focus on live chat or online support.
• Strong skills in Customer Support and Customer Service, including handling inquiries, resolving issues, and maintaining professional communication in writing.
• Ability to maintain high levels of Customer Satisfaction and Customer Experience by being empathetic, patient, and solution-oriented.
• Comfort working with digital platforms and social entertainment applications; familiarity with online communities or social apps is a plus.
• Excellent written English; additional language proficiency (especially Arabic or other regional languages) is highly beneficial.
• Strong typing skills, attention to detail, and ability to manage multiple chat conversations simultaneously.
• Capability to work on-site in Cairo, Egypt, on a full-time schedule, including potential evening, weekend, or holiday shifts as required.
• Relevant education or training in communications, business, or a related field is an advantage, though equivalent experience is also valued.