Customer Service Advisor - Arabic Speaker

Role overview

The Customer Service Advisor II role is focused on blended customer support, handling interactions by phone, chat, email, or web-based channels based on what the client needs. The job centers on resolving customer issues, especially those that are not routine, while maintaining a consistently professional service experience.

Key responsibilities

• Meet the service quality measures and KPIs set for the role and the client.
• Handle customer communication across inbound and outbound calls, chats, emails, or internet-based channels, while following targets for call volume, response time, call length, and service quality.
• Deliver accurate and courteous support by actively listening, asking the right questions, using support tools, and sharing complete and correct information.
• Diagnose customer concerns and recommend suitable solutions.
• Spot opportunities to upsell and cross-sell where relevant.
• Keep knowledge current by continuously learning about product, service, and process updates.

Candidate profile

This role requires a strong customer-first approach and the ability to deliver excellent telephone-based service to both existing and prospective customers.

• Prior experience in luxury retail or hospitality is preferred, along with genuine enthusiasm for the luxury sector.
• Fluency in Arabic and strong spoken and written English are required.
• A graduate degree is preferred; however, relevant education and experience may be considered in place of a bachelor's degree.
• Good telephone manners and comfort speaking with customers over the phone are important.
• The candidate should be patient, polite, and able to maintain a professional tone in every interaction.
• Strong reliability and careful attention to detail are expected.
• Good PC literacy and solid computer navigation ability are needed.
• Must be available to work 8 hours per day, 5 days per week, across all shifts as required by the department.
• Immediate joining is preferred, ideally within 1 to 2 weeks after the offer agreement.

Additional information

This summary is meant to outline the general scope and level of the role, and it may not include every responsibility, duty, or skill required. The employer is an equal opportunity organization and considers applicants without discrimination based on race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, veteran status, disability, or any other legally protected status.