Customer Service Representative – Digital Channels

Description

We are seeking a dedicated Customer Service Representative for our Digital Channels team to provide exceptional real-time, chat-based support. In this role, you will be the first point of contact for our customers, addressing inquiries and resolving issues through live chat and messaging platforms. Your primary goal is to ensure a seamless and positive customer experience by delivering prompt, accurate, and professional assistance. You will manage multiple simultaneous chat conversations, offering precise information on products and policies while troubleshooting customer problems effectively. Key responsibilities include accurately logging all interactions in our CRM system, adhering to brand tone guidelines, and escalating complex issues as needed. The ideal candidate will thrive in a fast-paced environment, consistently meeting key performance metrics such as Chat Response Time and Customer Satisfaction. This position is crucial for maintaining our high standards of customer care and building lasting relationships. Join us to become a key player in our dynamic, customer-focused team.

Requirements

1. Minimum 1–3 years of experience in a chat-based customer service role.

2. High school certificate or equivalent.

3. Professional proficiency in both written English and Arabic.

4. Demonstrated typing speed of 35+ words per minute (WPM).

5. Hands-on experience with live chat platforms such as Zendesk Chat, Intercom, or LivePerson.

6. Familiarity with logging and managing customer interactions in CRM systems.

7. Proven ability to manage multiple simultaneous chat conversations effectively.

8. Experience working in an environment with performance metrics like FRT, Resolution Rate, and CSAT.

Desirable

1. Additional multilingual capabilities beyond English and Arabic.

2. Experience with advanced CRM tools and functionalities.

3. Previous experience in an omnichannel support environment.

4. Ability to work rotational shifts, including weekends and holidays.

5. Experience working in a hybrid or fully remote capacity.

Role Highlights

📍 Location

Doha

💼 Work Location Type

Onsite

📈 Job Level

Junior

⌛ Experience

1-3

1. Where does your salary sit today (so we can help it move up tomorrow)?*

2. What’s the number that’ll make you say "this is worth it"?*

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