Customer Service Representative

About the role

We are looking for a motivated Customer Service Representative to join our team and provide exceptional support to travelers. You will handle inquiries across multiple channels, ensuring a professional and timely response while maintaining a positive customer experience.

Key responsibilities

• Respond to customer inquiries via phone, email and other communication channels.
• Assist travelers with questions about Tax Free Shopping, refunds, transactions and related services.
• Resolve complaints and issues while maintaining a calm, professional demeanor.
• Provide accurate information and clear guidance based on company policies.
• Coordinate with internal teams to resolve complex cases.
• Maintain accurate records of interactions and follow‑up on outstanding cases.
• Meet individual and team KPIs, quality standards and response‑time targets.
• Identify recurring issues and give feedback for process improvement.
• Ensure compliance with company policies and regulatory requirements.

Required profile

• Bachelor’s degree or equivalent qualification.
• Previous experience in customer service, hospitality, retail or a similar front‑facing role (preferred).
• Fluent in Arabic and English; additional languages are a plus.
• Strong communication, problem‑solving and conflict‑resolution abilities.
• Ability to work in a fast‑paced, multicultural environment.
• Customer‑focused mindset with attention to detail.
• Willingness to work flexible shifts, including weekends or evenings.

Required skills