Customer Support Agent

Job Title: Customer Support Agent

Department: Operations

Reports to: COO

Location: Muscat

Employment Type: Full-time

We are looking for a customer-focused Customer Support Agent to act as the primary point of contact for our customers. The ideal candidate is empathetic, patient, and highly skilled in both Arabic and English communication, capable of delivering clear, professional support across multiple channels. This role plays a key part in building trust, resolving issues efficiently, and ensuring an outstanding customer experience.

• Provide timely and professional support to customers via phone, email, chat, and support platforms
• Communicate clearly and effectively in Arabic and English, both written and spoken
• Listen actively to customer concerns and respond with empathy and understanding
• Troubleshoot issues and guide customers step-by-step toward resolution
• Escalate complex matters to internal teams and follow through until closure
• Maintain accurate records of customer interactions in the support system
• Meet service level targets and ensure high customer satisfaction
• Identify recurring issues and share feedback to improve products and processes
• Contribute to support documentation and knowledge base updates

• Strong Arabic and English writing and speaking skills (mandatory)
• Demonstrated empathy and customer-centric mindset
• Excellent communication and interpersonal skills
• Strong problem-solving and multitasking abilities
• Ability to remain calm and professional in challenging situations
• Basic computer literacy and familiarity with customer support tools
• Previous customer service experience is preferred

• Empathy and active listening
• Professional communication
• Time management and organization
• Accountability and ownership
• Adaptability and teamwork