Customer Care Agent (Arabic Speaker)

About the role

We are looking for a bilingual Arabic‑English Customer Care Agent to join our Care Contact Center. The role is office‑based and involves handling customer interactions across multiple channels while maintaining our brand standards and ensuring high satisfaction.

Key responsibilities

• Answer inbound calls, emails, social media messages, Google Chat and online reviews, providing prompt and professional assistance.
• Make outbound calls for support, follow‑ups and feedback collection.
• Update and maintain Google listings and other online platforms.
• Process customer orders, reservations and manage VIP guest requests.
• Record, categorize and resolve customer inquiries and complaints, escalating complex cases when necessary.
• Support special events, coordinate PR invitations and respond to crisis situations, including negative comments or viral content.
• Send marketing messages and customer updates as required.
• Participate in brand immersion activities, guest journey assessments and provide feedback for continuous improvement.
• Achieve individual and departmental KPIs.

Required profile

• Fluent in Arabic and English, both spoken and written.
• Flexible to work shifts, weekends, public holidays and overnight schedules.
• Highly motivated, organized, punctual and able to multitask.
• Tech‑savvy and comfortable using digital platforms.
• Previous contact‑center experience, preferably in the GCC.

Required skills