Customer Support Agent

Anghami
Beirut
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 1-3 yearsSkills: ["Communication","Problem-solving","Analytical thinking","Organization","Time management"]

Provide timely, professional customer support via live chat and email, resolving questions, concerns, and complaints while meeting SLA targets. Troubleshoot basic technical issues, escalate complex cases to the right teams, and maintain accurate records with follow-up on outstanding items. Drive performance against KPIs such as CSAT, response time, and resolution time, while staying current on products, services, processes, and policies to deliver a consistently positive customer experience.

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FursaFursa
Anghami
Anghami
1 week ago

Customer Support Agent

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Provide timely, professional customer support via live chat and email, resolving questions, concerns, and complaints while meeting SLA targets. Troubleshoot basic technical issues, escalate complex cases to the right teams, and maintain accurate records with follow-up on outstanding items. Drive performance against KPIs such as CSAT, response time, and resolution time, while staying current on products, services, processes, and policies to deliver a consistently positive customer experience.
Location: Beirut
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Respond to customer inquiries through live chat and email in a timely and professional manner while adhering to SLAs.
  • •Resolve customer questions, concerns, and complaints efficiently to ensure a positive customer experience.
  • •Troubleshoot basic technical issues and escalate complex cases to the appropriate teams when necessary.
  • •Maintain accurate records of customer interactions and follow up on outstanding cases.
  • •Meet KPIs including CSAT, response time, and resolution time targets, and collaborate to improve service.

Key Requirements

  • •1-3 years of experience in customer service, customer support, or a related field.
  • •Excellent written and verbal communication skills in English and Arabic; French is a plus.
  • •Strong problem-solving and analytical skills with a customer-first mindset.
  • •Ability to manage multiple customer interactions accurately while maintaining attention to detail.
  • •Experience with CRM or customer support platforms; exposure to Zendesk is a plus.
Experience:1-3 yearsCustomer serviceCustomer support
Skills:CommunicationProblem-solvingAnalytical thinkingOrganizationTime management
Languages:EnglishArabicFrench
Tech Stack:CRMZendeskLive chatEmail

Company Brief

Anghami
Anghami operates a music and entertainment streaming platform focused on the MENA region, offering music, podcasts, videos and partnerships (including OSN+) to deliver localized Arabic and international content across mobile and web.
Industry: Streaming Platforms
Company Size: Large (251 to 1,000 employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 2012
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Glassdoor: 3.7
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