Customer Service Representative

Job Description: Customer Service Representative

Job Title: Customer Service Representative (CSR)
Reports To: Customer Support Manager
Employment Type: Full-Time / Part-Time

Role Summary

We are looking for a compassionate and solution-oriented Customer Service Representative to join our support team. You will be the first point of contact for our customers, responsible for answering inquiries, resolving issues, and ensuring a positive experience. The ideal candidate loves helping people, thinks critically, and remains calm under pressure.

Key Responsibilities

• Respond to customer inquiries via phone, email, live chat, and social media in a timely and professional manner.
• Troubleshoot basic technical issues and process orders, returns, or refunds.
• Identify and escalate complex issues to the appropriate department (e.g., Tier 2 Support, Billing, Logistics).
• Maintain in-depth knowledge of company products, services, and policies.
• Document all customer interactions accurately in the CRM (Customer Relationship Management) system.
• Meet key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction (CSAT) scores.
• Provide feedback to management on recurring customer issues or potential product improvements.

QualificationsRequired (Must-Haves)

• High school diploma or equivalent (GED).
• 1+ year of experience in a customer-facing role (retail, hospitality, or call center).
• Excellent verbal and written communication skills in [e.g., English].
• Typing speed of 40+ WPM.
• Basic proficiency with computers (Google Workspace / Microsoft Office).

Preferred (Nice-to-Haves)

• Associate or Bachelor’s degree.
• Experience with CRM software (e.g., Zendesk, Salesforce, HubSpot, Intercom).

Pay: QAR60,000.00 - QAR72,000.00 per year

Work Location: In person