Job Summary The Customer Service Agent is responsible for managing day-to-day customer interactions across in-app chat, ticketing systems, and support channels. The role focuses on resolving customer inquiries, handling complaints, collecting feedback, and ensuring a high-quality user experience. The position also plays a critical role in capturing and communicating user insights to internal teams, contributing to continuous product and service improvement. The Customer Service Agent ensures that all customer interactions are handled professionally, efficiently, and in alignment with company standards, while maintaining accurate records and clear communication across departments. KEY ACCOUNTABILITIES & ACTIVITIES 1. Customer Interaction Management · Respond to customer inquiries via web app and in-app chat, email, and ticketing systems. · Handle customer questions related to product features, usage, and account issues. · Provide clear, accurate, and timely responses to all customer communications. 2. Ticketing & Case Management · Log, track, and manage customer tickets using designated systems. · Categorize issues based on type, urgency, and impact. · Ensure proper follow-up and timely closure of all customer cases. 3. Complaint Handling & Resolution · Receive and manage customer complaints in a professional manner. · Investigate issues and coordinate with relevant teams to resolve them. · Ensure customer concerns are addressed with appropriate urgency and care. 4. Feedback & Insight Collection · Capture customer feedback, suggestions, and recurring issues. · Identify patterns in customer behavior and concerns. · Provide structured feedback to product, engineering, and management teams. 5. Cross-Functional Communication · Escalate complex or critical issues to the appropriate internal teams. · Follow up internally to ensure resolution of escalated cases. · Act as a communication bridge between customers and internal teams. 6. Knowledge Base & Process Support · Maintain and update internal documentation related to common issues and resolutions. · Contribute to improving FAQs, help center content, and support processes. · Ensure consistency in responses and adherence to support guidelines. 7. Service Quality & Compliance · Maintain high standards of professionalism and customer care. · Ensure compliance with internal policies and service protocols. · Protect customer data and confidentiality at all times. 8. Other · Perform additional duties as assigned by management. COMPETENCIES Core · Customer Support Tools: Experience with ticketing systems, live chat platforms, and CRM tools. · Product Knowledge: Ability to understand and explain product features clearly. · Communication Skills: Strong written and verbal communication. · Issue Resolution: Ability to diagnose problems and guide customers to solutions. · Data Handling: Ability to accurately log and track customer interactions. Soft · Composure: Remains calm and collected in all situations. · Emotional Stability: Not easily offended, reactive, or triggered. · Patience: Handles repetitive or difficult interactions without frustration. · Empathy: Understands user concerns without taking them personally. · Professional Detachment: Focuses on solving problems, not reacting to tone. · Consistency: Maintains the same level of service regardless of circumstances. Languages · English (Advanced Proficiency) · Arabic (Required) JOB SPECIFICATIONS Industry / Domain FinTech / Digital Platforms / Customer Experience Necessary Knowledge and Experience · 2+ years of experience in customer service, support, or call center roles. · Experience with digital platforms or mobile applications is preferred. · Familiarity with CRM or ticketing systems is an advantage. Education and Certification Requirements · Bachelor’s degree or diploma in Business, Communications, or related field (preferred).