Customer Service

Job Summary

We’re seeking a friendly, solution-oriented Customer Service to support companies and project-based workers using Talent Xchange. You’ll handle inbound calls, WhatsApp, email, and chat; resolve platform queries; guide new users; and ensure every interaction turns into a positive experience. This role suits someone with excellent communication, patience, and the ability to understand client needs quickly.

Key Responsibilities

• Frontline Support: Handle inbound calls, emails, WhatsApp, and live chat from clients and service providers; log all interactions in the CRM.

• Issue Resolution: Diagnose account, login, profile, and job-posting/application issues; provide clear resolutions or workarounds; escalate when needed.

• Onboarding & Training: Walk new companies and workers through sign-up, profile completion, merit-list categories, and best practices; schedule platform demos when requested.

• Follow-ups: Track open tickets and pending documents; close the loop with timely updates and reminders.

• Quality & Knowledge Base: Maintain FAQs and help articles; flag recurring issues and suggest improvements to product and process.

• Data Accuracy: Update CRM records, verify documents where required, and maintain clean, auditable histories.

• Service Levels: Meet daily/weekly response time, resolution time, and CSAT/NPS goals.

• Cross-Team Collaboration: Coordinate with Sales for warm opportunities, and with Product/Tech for bugs and feature requests.

• Compliance: Handle user data in line with UAE PDPL and internal privacy/security policies.

Requirements

• Experience: 1–2 years in Customer Service, Contact Center, or Customer Success (B2B/B2C SaaS or recruitment platforms is a plus).

• Communication: Excellent English (spoken & written); Arabic is a strong advantage.

• Customer Mindset: Empathetic, patient, and professional; able to de-escalate and build trust.

• Tech Savvy: Comfortable with CRM/ticketing tools, WhatsApp Business, email, and basic spreadsheets.

• Organization: Strong follow-through, attention to detail, and documentation discipline.

• Resilience: Self-motivated, calm under pressure, and able to juggle multiple conversations.

• Availability: Flexibility for peak hours; occasional evening/weekend support as needed.