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Position Overview
We are a premium skincare and beauty brand operating within the GCC market, dedicated to delivering exceptional products and a refined customer experience. We are seeking a Chat Support Agent to join our Customer Experience team and serve as the primary digital representative of the brand.
This role requires a high level of professionalism, strong attention to detail, and the ability to deliver a seamless, luxury-standard customer experience across all digital communication channels.
Job Purpose
To manage customer interactions across digital platforms in a professional and efficient manner, ensuring high levels of customer satisfaction, retention, and a consistently premium brand experience.
Key Responsibilities
Handle customer inquiries via live chat, WhatsApp, email, and social media platforms
Provide clear, accurate, and brand-aligned responses to all customer queries
Assist customers with product information, order processing, and account-related requests
Resolve complaints and issues in a professional, solution-oriented manner
Escalate complex cases to the relevant departments when necessary
Maintain detailed and accurate records of all customer interactions within CRM systems
Ensure all communications reflect the brand’s premium tone and positioning
Adhere to internal SOPs and customer service guidelines at all times
Work Conditions
Working Hours: 8 hours per day (including a 1-hour break)
Schedule: Rotational shifts with 2 days off per week
Requirements
Proven experience in customer service, call center, or chat support roles is required
Prior experience handling GCC customers or accounts is highly preferred
Excellent written communication skills in both Arabic and English
Strong typing skills with the ability to manage multiple conversations simultaneously
Professional demeanor with a strong customer-first mindset
Familiarity with CRM systems or chat support platforms is an advantage
Background in the pharmaceutical field is preferred
Previous experience in the beauty or skincare industry is a plus
Ability to work under pressure while maintaining high-quality standards
Skills & Competencies
Strong communication and problem-solving skills
High level of attention to detail
Emotional intelligence and patience in customer interactions
Ability to adapt communication style to a luxury brand tone
Strong time management and multitasking abilities
