Customer Service Specialist (Remote - Egypt) at ArabyBrand · السعدية

Job Overview: 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

• 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

• Fully remote work

• Flexible work environment

• Opportunity for growth and development within a growing tech team