Senior Customer Service Agent

Job Description:

- Handle day-to-day customer service inquiries across all channels (phone, email, chat, and face-to-face when needed), while owning complex, high-impact cases and supporting the team when required

- Manage escalated customer complaints and complex cases, including hard calls, with confidence and empathy.

- Communicate clearly and professionally, demonstrating sound judgment across all customer touchpoints.

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

- Manage order follow-ups 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 point prior to management involvement, ensuring full case ownership.

- Maintain brand tone and service standards in all 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 when a case requires management escalation and coordinate accordingly with clear documentation.

Requirements:

- 5+ years of customer service experience, preferably within 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.

- Fluency in English is a must.

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

- Familiarity with CRM platforms (e.g., Zendesk, Gorgias) is a plus.