Call Center Customer Service Representative

About the role

The Call Center Customer Service Representative will work full‑time on‑site in Kuwait, handling inbound and outbound calls, WhatsApp and chat inquiries related to pet products, grooming services, orders and deliveries. The role focuses on delivering accurate information, processing requests and ensuring a high level of customer satisfaction.

Key responsibilities

• Answer and initiate calls, respond to WhatsApp/chat messages, and manage customer requests for products, services and deliveries.
• Document interactions, orders, complaints and follow‑up actions in the CRM system.
• Coordinate with stores, delivery, warehouse, grooming and operations teams to resolve issues, arrange appointments and handle returns.
• Professionally address complaints, recommend suitable products or services, and identify upselling or cross‑selling opportunities.

Required profile

• Strong customer service orientation with the ability to handle difficult or dissatisfied customers.
• Fluency in Arabic and good verbal and written English.
• Previous experience in a call‑center or customer support role, preferably in retail, e‑commerce or pet‑care.
• Willingness to work rotating shifts, including weekends and public holidays.

Required skills

• Proficiency with call‑center systems and CRM tools.
• Experience using WhatsApp/chat platforms and Microsoft Office applications.
• Ability to accurately document customer interactions and coordinate with multiple internal teams.