Bilingual Customer Care & CRM Contact Center Agent (English/Arabic)

About the role

We are seeking a customer‑focused, bilingual professional to join our contact centre team. The role involves handling inbound and outbound interactions across phone, email, chat and social media in both English and Arabic, while maintaining high service standards.

Key responsibilities

• Answer and initiate calls, respond to emails, chats and social media messages in English and Arabic.
• Provide accurate information on products, services and policies, and resolve customer inquiries efficiently.
• Log every interaction in the CRM system, keep customer records up‑to‑date and track issue resolution.
• Meet daily and monthly performance targets such as call volume and resolution time.
• Escalate complex cases to the appropriate department and collaborate with technical, billing and sales teams.
• Identify upselling or cross‑selling opportunities where applicable.
• Report recurring issues, system bugs or customer feedback to supervisors.

Required profile

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

Required skills

• Experience with CRM platforms, preferably Shopify.