Customer Support Agent

About the Role

You will be part of a dedicated team assigned exclusively to a single client account. That means deep product knowledge, consistent brand voice, and real ownership of outcomes — not a generic shared queue where you read from a script.

What You'll Do

• Handle inbound customer inquiries via phone, chat, and email with professionalism and accuracy
• Resolve issues on the first contact whenever possible, escalating when necessary with full context
• Maintain detailed records of every interaction in the client CRM
• Meet and consistently exceed SLA targets for response time, resolution rate, and CSAT
• Participate in ongoing training and quality coaching sessions
• Flag recurring issues to your team lead with suggested process improvements

What We're Looking For

• Excellent spoken and written English (Arabic is a strong plus)
• Strong listening skills and a calm, professional manner under pressure
• Comfortable working with CRM systems and digital communication tools
• Reliable high-speed internet connection and a quiet work environment
• Prior customer service experience preferred but not required — we train thoroughly

Nice to Have

• Experience with Zendesk, Salesforce, or similar platforms
• Background in fintech, SaaS, or financial services