Job Title: Bilingual Customer Service Agent (Arabic & English) Location : Remote
Position : Full-time
Sanad Books is a thriving online marketplace for books, connecting readers with various sellers to offer a diverse range of titles across all genres. We pride ourselves on providing a seamless shopping experience and exceptional customer service. We are currently looking for a dedicated, fluent Arabic and English-speaking Customer Service Agent to join our team on a full-time, remote basis.
Responsibilities: Respond to customer inquiries and concerns through email, live chat, and social media platforms promptly and professionally. Assist with order processing, cancellations, refunds, and other related issues. Handle customer complaints, providing appropriate solutions and alternatives, and following up to ensure resolution. Maintain a comprehensive knowledge of our products, policies, and promotions to provide accurate information to customers. Collaborate with other team members to address complex customer issues and improve overall customer satisfaction. Utilize CRM tools to manage customer interactions and track customer issues. Identify and escalate critical issues to the appropriate team or management. Continuously improve customer service skills by participating in training sessions and staying updated on industry best practices. Provide feedback on customer service processes and tools, suggesting improvements to enhance customer experience. Assist with translations and localization efforts, ensuring accuracy and cultural relevance. Requirements: Proficiency in both Arabic and English (spoken and written) is required. Minimum of 2 years of experience in customer service, preferably in e-commerce or a related field. Excellent communication and interpersonal skills. Strong problem-solving skills and the ability to handle complex customer issues. Tech-savvy with experience using CRM tools, email and chat platforms, and Microsoft Office Suite. Ability to work independently and manage time effectively in a remote setting. Patience and empathy when dealing with customers. Flexibility to work shifts, including weekends and holidays, as required. A genuine passion for books and understanding various book genres is a plus. This is a full-time remote position, and the successful candidate will be expected to work independently and manage their time effectively. If you are passionate about books and customer engagement and meet the abovementioned qualifications, we encourage you to apply.
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