Responsibilities
- Verify user identities via video calls to comply with residency requirements for UAE and KSA access
- Answer customer questions through website chat and social media including Facebook, Instagram, WhatsApp, and YouTube
- Deliver professional and empathetic resolution to customer concerns, including urgent issues
- Guide users through placing orders, tracking deliveries, processing returns, and managing account settings
- Interact with app users to clarify doubts, solve problems, and share details about products and services
- Motivate new leads to register on the app and apply for available offers
- Diagnose and resolve technical difficulties, escalating advanced issues to relevant departments
- Work with internal teams across functions to maintain consistent and positive customer journeys
- Achieve or surpass performance targets related to response speed, satisfaction scores, and service quality
- Stay informed about app updates, features, and offerings through continuous learning and adaptation
- Generate client and internal reports using Excel and PowerPoint, tracking progress and suggesting improvements
- Develop FAQ documents and automated replies to improve response efficiency
- Log detailed and accurate records of all customer communications, transactions, and solutions in CRM systems
- Translate marketing materials and social media content into Arabic using Canva and schedule monthly posts
- Engage with posts on English and Arabic social media accounts by sharing relevant comments
- Partner with Arabic-speaking micro and nano influencers to promote app referral programs and expand user reach
Other
This position is open exclusively to female applicants to support video verification needs for hijabi female users