CustomerServiceSpecialist

**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 **Requirements** * 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 **Benefits** * Fully remote work * Flexible work environment * Opportunity for growth and development within a growing tech team