Saudi Arabic-Speaking - Customer Service Agent (Chat Only)

Job Description

About WaffarX

WaffarX is the first cash back aggregator in the MENA region. We use cutting-edge technology to distribute cash back offers that transform everyday transactions into savings for customers and more sales for brands. Our goal is to provide flexible services that foster a new & needed form of loyalty.

WaffarX launched in 2018 as a smart, sustainable advertising channel where brands & customers engage in a meaningful value exchange based on cash back rewards. We then expanded to offer custom solutions that help brands & other entities enhance their service offerings seamlessly & build stronger relationships with target audiences organically.

We are now entering a period of fast-paced growth, and we need talented, motivated individuals to join our expanding team.

Hiring Criteria at WaffarX :
• We appreciate the efforts of our employees to grow our business. We depend on diversity, build on knowledge and experience, and reward innovation.
• We define the destination, and our employees pave the way towards it, thus we are looking for fresh minds, enthusiastic spirit, and team players.
• We offer lots of opportunities to learn and improve your skills in a booming sector such as e-commerce, and the whole team shares the experience and thus the growth.
• If you feel you can bring talent, innovation and enthusiasm to our workforce then please consider the opportunities we have available.

Job Summary:
• The Customer Service Representative is responsible for providing effective customer service for all customers by using excellent, in-depth knowledge of the company’s products and programs as well as communicating effectively within the company.

Essential Duties/Responsibilities:
• Respond to customer web inquiries regarding online merchandise or service orders.
• Candidate will be asked to respond do Saudi Arabian customers so a strong understanding of the local dialect and cultural nuances is a must.
• Assist customers via email and chat regarding placing orders, order confirmation, product/promotion questions with the goal of increasing business, customer satisfaction and retention.
• Document customer issues and inputs in ticketing system.
• Ensure prompt and proper resolution of customer queries by providing additional information or engaging others in the organization to provide a solution according to defined procedures.
• Achieve productivity standards and goals while maintaining the highest level of customer service
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Create and maintain customer loyalty by providing unforgettable service
• Work with team to achieve department goals such as updating response templates for customer queries
• Perform other duties as assigned by supervisor

Job Requirements

Job Qualifications:
• Candidate must be fluent in Saudi Arabic, with a strong understanding of the local dialect and cultural nuances.
• 1 year of Customer Service Experience
• Fluency in spoken and written English
• Fluency in written Arabic
• Ability to answer a high volume of messages/outbound calls.
• Excellent interpersonal skills
• Demonstrate sound decision-making abilities
• Ability to anticipate problems and create solutions for them with Strong attention to detail
• Accept and adapt well to corporate or departmental change
• Able to begin tasks with limited supervision
• Understand and process new information quickly
• Understand the value of creating customer loyalty
• Maintain stable performance and poise in high stress situations
• Digital and E-commerce experience preferred.

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