Customer Care Officer

About the role

The Customer Care Officer will deliver exceptional service by handling inquiries, requests, complaints and feedback across multiple channels such as phone, email, chat and social media. The role focuses on resolving issues efficiently while maintaining high service quality and meeting performance targets.

Key responsibilities

• Handle inbound and outbound customer interactions via approved communication channels.
• Respond to inquiries, requests, complaints and feedback in a professional and timely manner.
• Process and follow up on cases, service requests, refunds and escalations.
• Accurately document all interactions in the Customer Care System.
• Collaborate with internal departments to ensure effective resolution and meet satisfaction targets.
• Identify and escalate complex or sensitive issues to appropriate teams.
• Maintain service quality standards and achieve customer satisfaction targets.

Required profile

• Diploma degree or equivalent.
• 1‑2 years of experience in customer service, contact centre, retail or hospitality.
• Strong customer‑service orientation and ability to handle difficult situations professionally.
• Fluency in Arabic; English preferred.
• Experience in complaint handling and resolution.
• Ability to work collaboratively with cross‑functional teams.
• Excellent communication skills.