Customer Service Representative (Bilingual Arabic & English)

About the Role

Andy Enterprises LLC seeks a Customer Service Representative fluent in both Arabic and English to serve as the primary communication channel for customers across multiple retail brands including REP, Sole Therapy, Vivobarefoot, Aetrex, Farada, Farada Milano, and Seventy7, as well as e-commerce platforms like Namshi, 6th Street, and Amazon. This full-time, onsite position involves managing customer interactions from initial contact through to problem resolution, encompassing phone, email, live chat, and social media channels.

Key Responsibilities

• Respond to inbound and outbound customer inquiries promptly and professionally in Arabic and English, providing accurate product and order information aligned with brand standards.
• Track orders actively, inform customers of status updates or delays, and coordinate cancellations or modifications in compliance with company policies.
• Manage returns, exchanges, refunds, and payment-related issues efficiently while collaborating with finance and logistics teams to resolve disputes or discrepancies.
• Work closely with warehouse personnel, delivery partners, and e-commerce operations to ensure seamless customer experiences and timely issue resolution.
• Maintain thorough and precise documentation of customer interactions within CRM systems.
• Adhere to service level agreements (SLAs) concerning response times, resolution efficiency, and customer satisfaction metrics, and actively recommend process improvements when recurring issues arise.

Performance Measures

• Achieve or surpass SLAs for response and resolution times.
• Consistently maintain high first-contact resolution rates.
• Ensure outstanding customer satisfaction scores across all channels.
• Minimize handling errors related to orders, returns, and refunds.
• Deliver superior bilingual support ensuring equal quality service in Arabic and English.

Core Skills and Attributes

• Fluency in both written and spoken Arabic and English.
• Strong empathy and customer-centric attitude.
• Exceptional attention to detail and accuracy.
• Ability to multitask across various communication platforms effectively.
• Problem-solving capability under pressure with a calm, professional demeanor.
• Proactive ownership and collaborative teamwork mindset.

Expectation within First 90 Days

• Full proficiency in managing all brand customer queries across channels.
• Consistent achievement of set response, resolution, and customer satisfaction targets.
• Established productive working relationships with warehouses, finance, and operational teams.
• Accurate processing of returns and refunds with confidence.
• Effective management of escalated customer situations.
• Identification and communication of opportunities for process improvement.

Company Values

• Create an engaging, positive team environment focused on collaboration and celebration of successes.
• Strive for continuous improvement and strong performance delivery.
• Innovate to enhance customer experiences creatively.
• Place customers at the heart of all decisions, ensuring high standards of service.
• Foster strong, respectful interdepartmental partnerships.
• Demonstrate ownership by taking initiative and responsibility.

Why Join

This role provides a unique opportunity to represent a fast-growing and diverse group of retail brands, contributing significantly to building a top-tier customer experience function within the region.

If you are passionate about customer service, excel at bilingual communication, and want to grow with a dynamic company, this position offers a meaningful career path.