Contact Centre Agent – Arabic Speaker

About the role

We are looking for an Arabic‑speaking Contact Centre Agent with retail or e‑commerce experience to support customers across calls, emails, and live chat.

Key responsibilities

• Handle inbound and outbound customer calls, emails, and live chats.
• Assist customers with product information, pricing, specifications, colours, sizes and promotions.
• Support e‑commerce order tracking, payment queries and delivery‑related issues.
• Coordinate with stores, warehouse, logistics and delivery teams to resolve order problems.
• Manage returns, exchanges, refunds, cancellations and warranty claims.
• Resolve complaints such as delayed deliveries, damaged or missing items, and incorrect orders.
• Guide customers on online shopping, account queries, payment processes and website navigation.
• Maintain accurate interaction records and case updates in the CRM/ticketing system.

Required profile

• Fluent Arabic and English – spoken and written.
• Minimum 1 year of experience in retail or e‑commerce customer service.
• Experience handling both voice and non‑voice customer interactions.
• Good understanding of online orders, deliveries, returns, refunds and complaint handling.
• Immediate availability; visa sponsorship may be required.

Required skills

• CRM systems
• Ticketing systems