Arabic & English Customer Service Specialist - Remote (GCC)

About the Role

Join an international EdTech company focused on delivering coding, math, design, and digital skills development for children and teenagers across the GCC region. As a Customer Service Specialist at Kodland, you will manage customer relationships to ensure a seamless and positive experience from enrollment through ongoing support. This individual contributor role involves end-to-end handling of customer cases ensuring high levels of satisfaction and retention.

Key Responsibilities

• Provide continuous support to parents during their journey with Kodland
• Respond to customer inquiries via calls, live chats, and emails
• Assist families with access issues, scheduling, group modifications, rescheduling, and general course questions
• Monitor and follow up with students who miss lessons or encounter challenges
• Manage discussions related to installment payments, refunds, and billing professionally
• Address and resolve objections while finding solutions that benefit both customers and the company
• Calmly handle complaints and convert negative situations into positive experiences
• Accurately update and document customer information and case progress in CRM and helpdesk platforms
• Collaborate with teaching, technical, and operational teams when necessary
• Maintain ownership of customer cases from start to resolution

Candidate Profile

• Fluent in both Arabic and English, with excellent written and spoken communication skills
• A minimum of 1 to 2 years of prior customer service experience
• Hands-on experience using helpdesk tools such as Zendesk, Omnidesk, Freshdesk, or equivalents
• Familiarity with CRM systems like amoCRM, Bitrix24, Salesforce, HubSpot, or similar
• Strong abilities in objection management and negotiation
• Proficient and confident in handling refund, installment, and complaint interactions
• Highly organized with meticulous attention to detail
• Ability to juggle multiple customer cases and platforms simultaneously
• Possess a reliable laptop, stable internet connection, and a distraction-free remote workspace
• Availability for full-time work in scheduled shifts, including one weekend shift
• A stable professional history and a desire to grow long-term within a team setting

Compensation and Work Conditions

• Fixed monthly salary of $185 USD
• Potential KPI bonus up to $50 monthly
• Full-time schedule totaling 40 hours per week
• Five workdays per week including one weekend day, with two days off

Additional Benefits

• Fully remote working environment
• Experience in a global educational technology company
• Structured onboarding and ongoing role-related training
• Continuous support and guidance from team leads and colleagues
• Opportunities for internal career advancement
• Exclusive discounts on Kodland courses

Performance Evaluation Criteria

Your effectiveness will be measured based on service quality, timely response, customer satisfaction, precise case documentation, and successful issue resolution.