Bilingual Customer Care & CRM Contact Center Agent

About the role

We are seeking a bilingual Customer Care, CRM, and Contact Center Agent to provide top‑tier support to our English‑ and Arabic‑speaking customers. You will handle inbound and outbound communications across multiple channels, ensure accurate record‑keeping in our CRM, and help improve overall customer satisfaction.

Key responsibilities

• Manage inbound and outbound calls, emails, chats, and social media inquiries in English and Arabic.
• Provide accurate product, service, and policy information while resolving complaints professionally.
• Log all interactions in the CRM system, maintain up‑to‑date customer profiles, and track issue resolution.
• Meet daily and monthly performance targets, follow scripts and workflows, and adhere to SLAs.
• Identify upselling or cross‑selling opportunities where applicable.
• Report recurring issues, collaborate with technical, billing, and sales teams, and help update FAQs and knowledge‑base materials.

Required profile

• High school diploma; bachelor’s degree preferred in Business, Communication, or related field.
• 1–3 years of experience in a customer service or contact‑center environment.
• Fluent in spoken and written English and Arabic.
• Strong communication, problem‑solving, and conflict‑resolution abilities.
• Basic computer literacy and typing proficiency.

Required skills

• Experience with CRM systems (e.g., Shopify).
• Familiarity with call‑center software and ticketing systems.
• Basic computer literacy.