Digital Customer Agent

About the role

We are looking for a Digital Customer Agent to manage inquiries, requests, and complaints received through Q Mobility’s WhatsApp channel and mobile app. You will be the first point of contact for users of DARB, MAWAQiF, and private parking services, ensuring fast, accurate resolutions and a consistent experience as we shift from physical and voice interactions to digital.

Key responsibilities

• Respond in real time to customer messages on WhatsApp and the Q Mobility App, following service standards.
• Provide accurate information on account status, charges, violations, and service procedures for DARB, MAWAQiF, and private parking.
• Resolve issues at first contact whenever possible, minimizing escalations.
• Log every interaction in the case management system with full details.
• Meet SLA targets for response and resolution times across all digital channels.
• Escalate complex or unresolved cases to the Digital Customer Supervisor with complete documentation.
• Identify recurring issues or patterns and report them for process improvement.
• Maintain up‑to‑date knowledge of relevant policies, procedures, and service changes.

Required profile

• Minimum 5 years of experience in customer service or contact‑center operations.
• Proven experience in a team‑lead or supervisory role.
• Familiarity with WhatsApp or in‑app customer service channels.
• Preferred experience in mobility, transport, or public‑sector environments.

Required skills

• WhatsApp platform handling
• Mobile app support
• Case management system usage