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The company is a Malaysia-based tech hub and BPO provider that blends AI-driven automation with multilingual human expertise to deliver high-performance customer experience (CX) and digital solutions for global eCommerce and retail brands.
Job Responsibility:
Multilingual Support: Handle inbound inquiries via telephone, email, and live chat in fluent Arabic and English
Issue Resolution: Resolve customer complaints, billing inquiries, and technical issues for the UAE market within established SLAs
Market Alignment: Manage service delivery according to UAE business hours and cultural expectations
Data Management: Accurately update customer profiles and interaction logs in the CRM system
Escalation Handling: Identify and escalate complex cases to the Team Lead while maintaining a professional pioneer ownership mindset
Continuous Improvement: Provide feedback on common customer pain points to help refine processes for this new bilingual department
Requirements:
Arabic Language Proficiency
Candidates should be comfortable handling complex customer issues and formal correspondence in Arabic and English