Job Title: Customer Service Representative
Department: Customer Support
Reports to: Customer Service Manager
Location: Hidd, Bahrain
Employment Type: Full-time
Job Summary
We are looking for a friendly, professional, and solution-oriented Customer Service Representative to join our team. You will be the primary point of contact for our customers, delivering exceptional support across multiple channels. Your goal is to resolve inquiries quickly, build customer loyalty, and represent our brand with empathy and excellence.
Key Responsibilities
1. Respond promptly and professionally to customer inquiries via phone, email, live chat, social media, and ticketing systems
2. Accurately diagnose customer needs and provide effective solutions or guidance
3. Handle complaints, returns, refunds, exchanges, and billing issues with patience and empathy
4. Process orders, payments, account updates, and follow-ups
5. Maintain accurate and detailed records of all customer interactions in the CRM system
6. Escalate complex or unresolved issues to the appropriate department or supervisor
7. Proactively identify opportunities to upsell/cross-sell products or services when relevant
8. Meet or exceed key performance metrics (e.g., customer satisfaction score, first-call resolution, average response time, and resolution rate)
9. Stay up-to-date with product knowledge, policies, and procedures
Requirements & Qualifications
1. High school diploma or equivalent (Bachelor’s degree in Business, Communications, or related field is a plus)
2. 1–2 years of experience in customer service, call center, or retail environment (preferred)
3. Excellent verbal and written communication skills
4. Strong active listening, problem-solving, and conflict-resolution abilities
5. Patient, positive attitude, and ability to remain calm under pressure
6. Proficiency in Microsoft Office Suite and CRM software (Zendesk, Salesforce, Freshdesk, or similar)
7. Typing speed of 35+ WPM with high accuracy
8. Availability to work flexible shifts, including evenings and weekends (if required)
Preferred Skills
1. Experience in [specify industry – e.g., retail, e-commerce, telecom, banking, or SaaS]
2. Multilingual abilities (Arabic + English is a strong advantage in certain markets)
3. Familiarity with customer service best practices and quality standards
What We Offer
1. Competitive salary and performance-based incentives
2. Comprehensive benefits package (health insurance, paid leave, etc.)
3. Ongoing training and professional development opportunities
4. Supportive team environment with opportunities for growth