Customer Support Agent will be responsible for handling customer inquiries across multiple communication channels — phone, live chat, email, and WhatsApp — ensuring a seamless and professional experience for every Petsmarket.com customer.

Key Responsibilities

• Handle inbound and outbound customer calls in a courteous, professional manner.
• Manage customer queries received via chat, WhatsApp, and email using our CRM system.
• Create, follow up, and close support tickets while ensuring timely resolution.
• Provide accurate product and order information to customers.
• Report issues and customer feedback to the supervisor for continuous improvement.
• Prepare daily/weekly/monthly performance reports and contribute to KPI tracking.
• Ensure all interactions are logged and updated properly in the system.
• Collaborate with internal teams (logistics, fulfillment, sales) to resolve customer issues as per the SOPs

Qualifications & Skills

• Experience: Minimum 3 years of customer support experience in an internet or eCommerce company.
• Language: Bilingual – English and Arabic (excellent verbal and written communication).
• Education: Graduate or equivalent preferred.

Technical Skills:

• Proficient in using CRM systems for ticketing and reporting (is a plus)
• Skilled in handling online chats and calls simultaneously.
• Strong command of MS Office / Google Sheets for report preparation.
• Should have good skills using computer and related software
• Should be a good learner

Communication Skills:

• Soft-spoken, empathetic, and customer-focused.
• Strong listening skills with the ability to explain clearly and confidently.

Decision-Making & EQ:

• Able to make sound, independent decisions while maintaining professionalism.

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