Customer Service Agent

Job Summary:
We are looking for a Customer Service Support Agent who will be responsible for handling
customer inquiries through phone calls. The ideal candidate must be fluent in English, Arabic,
and Kurdish, have strong communication skills, and be able to provide exceptional customer
support across various channels.
This role involves answering customer calls, responding to inquiries and resolving customer
complaints, and maintaining a positive brand image through effective engagement.

Key Responsibilities:
Customer Support & Call Handling:
• Answer and manage incoming customer calls professionally and efficiently.
• Provide accurate information and solutions regarding products, services, orders, and
complaints.
• Handle customer complaints with patience and professionalism, ensuring timely
resolution.
• Keep detailed records of customer interactions and feedback for future reference.

Problem-Solving & Reporting:
• Identify customer needs and offer appropriate solutions.
• Escalate unresolved issues to senior customer service representatives or managers.
• Provide feedback and insights on customer trends and concerns to enhance service
quality.

Skills & Qualifications:
• Diploma or bachelor’s degree in business, Communications, Marketing, or a related field
(preferred).
• Fluency in English, Arabic, and Kurdish (spoken and written).
• Strong verbal and written communication skills with a customer-focused mindset.
• Ability to handle multiple tasks, prioritize, and manage time effectively.
• Experience with customer service tools (ERP, CRM, chatbots, etc.) is a plus.
• Proficiency in Microsoft Office (Excel, Word, Outlook) and social media management
tools.
• Ability to remain calm under pressure and handle challenging customer interactions
professionally.

Preferred Qualifications:
• Previous experience in customer service, call center, or social media engagement role is
highly desirable.
• Familiarity with Costumer service platforms is the best practice and brand reputation
management.