Customer Service Advisor (French & Arabic)

About Us

FroggyTalk is dedicated to connecting migrants with their loved ones through affordable, reliable, and easy-to-use international calling services. Our mission is to bridge the distance between families and communities, empowering users to stay connected no matter where they are. We’re looking for a Customer Service Advisor (Arabic & French Speaking) to join our team and play a key role in supporting our Arabic-speaking customers. If you are passionate about helping others, thrive in a fast-paced environment, and are committed to delivering outstanding customer support, we’d love to have you on board.

Position Summary

As a Customer Service Advisor (Arabic & French Speaking), you are the face and voice of FroggyTalk, playing a pivotal role in supporting and engaging with our Arabic-speaking customers. In this remote role, you will manage customer interactions across email, telephone and instant messaging channels, focusing on resolving issues efficiently, building strong rapport, and delivering a seamless and satisfying customer experience. You job is crucial towards FroggyTalk’s mission of connecting communities worldwide.

Responsibilities

Customer Interaction and Support

• Respond promptly and professionally to inbound customer queries via telephone, WhatsApp, email, social media and live chat in Arabic, French and English.
• Handle outbound calls for loyalty projects, to follow up on inquiries, provide support, and build customer relationships.
• Resolve customer issues effectively by offering timely and accurate solutions.
• Translate messages and documents from Arabic to English, maintaining accuracy and cultural sensitivity.
• Take ownership of query resolution, finding the best solutions according to the company’s process and guidelines
• Manage engagements with professionalism and emotional intelligence, focusing on solution and retention.

Customer Experience Management

• Maintain meticulous records of customer interactions, complaints, and resolutions in the company’s CRM system.
• Collect and report user statistics, feedback, and trends to help improve FroggyTalk’s services and customer engagement strategies.
• Proactively identify and escalate complex issues to the appropriate department for further resolution.

Analytics and Optimization

• Generate regular reports on inbound and outbound customer interactions, highlighting key metrics such as response times, resolution rates, and satisfaction scores.
• Identify opportunities for improving customer service processes and contribute to operational efficiency.

Requirements

• Arabic speaker with a strong command of English (oral and written). Ensuring that all customer engagements meet the Key Performance Indicators (‘KPIs’) for the role.
• Experienced in customer service (minimum of 1 year), preferably in a telecommunications workspace. Strong data analysis skills and proficiency in CRM tools like Zoho Desk, Freshdesk, Zendesk, or SalesForce CRM.
• Natural multi-tasking ability, with an excellent eye for detail, critical thinking and good organizational skills
• Self-motivated, disciplined, and able to work remotely with a strong focus on meeting goals.
• Team player with demonstrable success in cross-functional collaboration.

What We Offer

• A collaborative and supportive team environment. 100% remote work with flexible hours.
• Competitive salary and performance-based incentives. Opportunity to have a direct impact on the growth of an innovative startup.

If you’re excited about making a difference and joining a company that values connection and community, we want to hear from you!

Job Type: Full-time