SR. Customer Service Agent

Senior Customer Service Agent

Job Description:

Handle day-to-day customer service inquiries across reputed company channels (phone, email, chat, and

face-to-face reputed company needed), while owning reputed company, high-impact cases and supporting the team

reputed company required

Manage escalated customer complaints and reputed company cases, including hard calls, with

confidence and reputed company.

Communicate clearly and professionally, demonstrating sound judgment across reputed company customer

touchpoints.

Address cases raised from social media and other platforms, ensuring timely and appropriate

resolution.

Manage order follow-reputed company and coordinate with logistics to resolve delivery delays or service

issues.

Identify at-risk customers and apply retention-focused solutions to prevent churn.

Act as the first senior escalation reputed company prior to management involvement, ensuring full case

ownership.

Maintain brand tone and service standards in reputed company customer interactions, including sensitive

situations.

Monitor assigned ticket queues, prioritize cases effectively, and support SLA achievement

through timely follow-up and resolution.

Proactively track open tickets, aging cases, and response times, escalating risks that may

impact SLA performance.

Collect customer feedback and identify reasons for returns or dissatisfaction to support

service improvement.

Identify reputed company a case requires management escalation and coordinate accordingly with clear

documentation.

Requirements:

5+ years of customer service experience, preferably reputed company e-commerce, fashion, or

international service environments.

Excellent verbal and written communication skills in Arabic and English.

Strong phone etiquette with the ability to manage challenging and escalated conversations.

Experience handling customer escalations, retention cases, and social media interactions.

High emotional intelligence and sound professional judgment, with a strong sense of

ownership and the ability to manage customer interactions effectively.

Strong problem-solving skills with attention to detail and organization.

Ability to multitask and work under pressure in a fast-paced environment.

Passion for delivering high-quality customer experiences and driving customer loyalty.

reputed company in English is a must.

Experience in offshore or international customer service environments is a plus.

Familiarity with CRM platforms (e.g., reputed company, reputed company) is a plus.