Customer Support Agent

2 weeks ago

Muscat, Muscat, Oman serb Full time

Customer Support Agent

Job Title:
Customer Support Agent

Department:
Operations

Reports to:
COO

Location:
Muscat

Employment Type:
Full-time

Role Overview

We are looking for a customer-focused
Customer Support Agent
to act as the primary point of contact for our customers. The ideal candidate is empathetic, patient, and highly skilled in
both Arabic and English communication
, capable of delivering clear, professional support across multiple channels. This role plays a key part in building trust, resolving issues efficiently, and ensuring an outstanding customer experience.

Key Responsibilities

  • Provide timely and professional support to customers via phone, email, chat, and support platforms
  • Communicate clearly and effectively in
    Arabic and English
    , both written and spoken
  • Listen actively to customer concerns and respond with empathy and understanding
  • Troubleshoot issues and guide customers step-by-step toward resolution
  • Escalate complex matters to internal teams and follow through until closure
  • Maintain accurate records of customer interactions in the support system
  • Meet service level targets and ensure high customer satisfaction
  • Identify recurring issues and share feedback to improve products and processes
  • Contribute to support documentation and knowledge base updates

Required Qualifications & Skills

  • Strong
    Arabic and English writing and speaking skills
    (mandatory)
  • Demonstrated
    empathy and customer-centric mindset
  • Excellent communication and interpersonal skills
  • Strong problem-solving and multitasking abilities
  • Ability to remain calm and professional in challenging situations
  • Basic computer literacy and familiarity with customer support tools
  • Previous customer service experience is preferred

Key Competencies

  • Empathy and active listening
  • Professional communication
  • Time management and organization
  • Accountability and ownership
  • Adaptability and teamwork

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