Officer - Customer Care Agent

About the role

The Officer – Customer Care Agent is responsible for delivering exceptional service by handling customer inquiries, requests, complaints and feedback through multiple channels. The role ensures issues are resolved efficiently, information is accurate and the overall customer experience remains positive.

Key responsibilities

• Handle inbound and outbound customer interactions across approved communication channels.
• Respond to customer inquiries, requests, complaints and feedback in a professional and timely manner.
• Process and follow up on cases, service requests, refunds and escalations.
• Document all interactions accurately in the Customer Care System.
• Collaborate with internal departments to resolve concerns and maintain service quality standards.
• Identify and escalate complex or sensitive issues to appropriate teams.

Required profile

• Diploma degree or equivalent.
• 1‑2 years experience in customer service, contact centre, retail or hospitality.
• Strong customer‑service orientation and ability to handle difficult situations professionally.
• Fluency in Arabic and English preferred.
• Experience in complaint handling and resolution.