SCOPE OF THE JOB
The Customer Service Live Agent plays a key role in representing Mike Sport’s Group values and commitment to exceptional customer care. Acting as the first point of contact, the agent manages customer inquiries and service tickets across our consolidated communication platform (WhatsApp, Instagram Direct Messages, Facebook Messenger, and Email). With empathy, professionalism, and positivity, the Live Agent ensures every customer interaction reflects Mike Sport’s dedication to service excellence. By coordinating with internal teams and branches, the role focuses on providing fast, accurate, and personalized solutions that build trust and long-term loyalty with our customers.
KEY RESPONSIBILITIES
- Manage and respond to all incoming customer service cases through the centralized communication platform.
- Handle inquiries with professionalism, empathy, and positivity, ensuring that even frustrated customers feel valued and supported.
- Provide accurate information regarding products, services, orders, and policies.
- Coordinate with relevant departments (including branches, operations, logistics, and sales) to resolve cases efficiently.
- Escalate unresolved or complex cases to the Customer Service Manager or E-commerce Manager when needed.
- Ensure all communications follow the company’s tone of voice and quality standards.
- Document cases and resolutions accurately in the system for tracking and reporting purposes.
- Follow customer service processes and service level agreements to ensure consistency and speed.
- Perform other duties aligned with the role and departmental objectives.
JOB REQUIREMENTS
- Education:Bachelor’s degree or equivalent.
- Experience: 1–2 years of professional customer service experience with training from a reputable organization in customer service and complaint resolution. Retail experience is a plus.
- Linguistic Skills: Excellent written and spoken Arabic and English; ability to handle WhatsApp calls is required. French is a plus.
- Computer Skills: Experience working with a customer service platform is a plus.Good knowledge of MS Office and ability to learn new digital platforms required.
- Flexibility: Ability to work flexible shifts, including weekends and holidays, according to business requirements.
