Company Description ET3Labs is the technology force behind AlKhattaba®, the leading AI-powered matchmaking platform serving the Muslim world. With over 8 million users and more than 500,000 successful marriages, we combine innovation with cultural and Islamic values to create meaningful connections. Our team builds advanced solutions spanning intelligent matchmaking algorithms, behavioral insights, and secure, scalable cloud infrastructure. We foster a culture that values curiosity, ownership, and continuous learning, offering mentorship and real growth opportunities for team members who are eager to develop and make impact.
Role Description We are seeking a Senior Customer Support Representative to deliver high-quality support and ensure a seamless customer experience. In this role, you will handle inquiries and complaints across various channels, resolve issues efficiently using company policies, and maintain service excellence while adhering to organizational guidelines. You will play a key role in strengthening customer satisfaction and contributing to continuous service improvement.
Responsibilities:
- Respond to user inquiries via email and customer support tools (no phone calls).
- Resolve complaints, offer solutions, and follow up to ensure resolution.
- Document and track customer interactions in the system.
- Provide daily reports on user feedback/suggestions to the communications team.
- Suggest improvements to enhance customer service efficiency.
Education:
- Bachelor’s degree in a relevant field (such as Communications, Social Sciences, Business, Information Technology, or a related discipline), or currently pursuing such a degree.
- Fresh graduates are encouraged to apply.
- Relevant experience in customer service is a plus.
Qualifications
- Multilingual: Fluent in Arabic, French, and English (written & spoken).
- Tech-savvy: Reliable internet connection and computer required.
- Flexible schedule: Willing to work rotating shifts (days, nights, weekends).
- Strong communication and persuasion skills.
- Customer-focused: Ability to handle different personalities professionally.
- Remote work-ready: Self-disciplined and able to work independently.
Other Skills (Preferred but not mandatory):
- Prior experience in customer service (remote or in-office).
- Familiarity with CRM tools (Zendesk, Zoho desk, etc.).
