Job Description

We are looking for a Customer Service Specialist to work remotely and manage user communications for the “Maleka” and “Dabla” applications. The role focuses on delivering a fast, professional, and high-quality customer experience while handling inquiries and resolving issues efficiently.

Responsibilities:

• Respond promptly to all support tickets on a daily basis
• Follow up on open cases and ensure they are resolved within the required timeframe
• Reply to direct messages on social media platforms for the “Dabla” application
• Engage with and respond to public comments professionally
• Handle customer complaints in a polite and professional manner to maintain customer satisfaction
• Escalate technical or sensitive issues to the relevant team when necessary
• Document recurring issues and submit regular reports to management
• Maintain the brand tone of voice for each application
• Contribute to improving the customer experience through user feedback and insights

Requirements

• Previous experience in customer service or social media account management (preferably in apps or tech companies)
• Excellent Arabic communication skills (professional writing and wording)
• Good command of English is preferred
• Ability to work under pressure and manage multiple tasks simultaneously
• Fast response time and strong attention to detail
• Strong problem-solving and decision-making skills
• Availability to work in shifts (including possible evening shifts or weekends)
• Stable internet connection and a suitable work setup

Key Performance Indicators (KPIs):

• Response Time
• First Contact Resolution (FCR)
• Customer Satisfaction Score (CSAT)
• Number of tickets handled daily
• Quality of responses and adherence to brand tone of voice

Benefits

• Fully remote work
• Flexible work environment
• Opportunity for growth and development within a growing tech team