CX Escalation Specialist

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 16 hours agoStatus: Live

Job Summary

Own customer support tickets end-to-end, taking full ownership from assignment to closure while ensuring fast, accurate, and professional handling. Resolve buyer and seller issues at first contact using the knowledge base, order data, and self-service actions. Accurately document categories and resolutions, trigger auto-refunds where applicable, and escalate only when required with clear evidence—maintaining high Arabic and English tone standards throughout.

Location: Cairo

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Pick up unassigned tickets within the assignment SLA and take full ownership until closure.
•Resolve buyer and seller issues at first contact using the knowledge base, order data, and self-service actions.
•Log tickets with accurate category, subject, and resolution notes for clean reporting and traceable root causes.
•Trigger auto-refund and reverse payment flows for defined scenarios without escalating.
•Escalate only when outside Tier 1 authority with a documented resolution attempt and close the loop with customers.

Key Requirements

•1 to 3 years in customer support, operations, or marketplace support.
•Fluent in Arabic and working English (written and spoken).
•Comfortable working across multiple systems within a single case.
•Writes clearly and briefly under time pressure.
•Accountability mindset with willingness to work rotational shifts, including weekends.

Experience:1-3 years

Skills:CommunicationAccountabilityProblem-solvingAttention to detail

Languages:ArabicEnglish

Company Brief

Soum

Soum is a Saudi digital payments platform offering e-wallet and merchant services to facilitate cashless transactions, peer-to-peer transfers, and payments across the Kingdom.

Industry: Payments

Website

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Soum

6 days ago

CX Escalation Specialist

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 16 hours agoStatus: Live

Job Summary

Location: Cairo

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Pick up unassigned tickets within the assignment SLA and take full ownership until closure.
•Resolve buyer and seller issues at first contact using the knowledge base, order data, and self-service actions.
•Log tickets with accurate category, subject, and resolution notes for clean reporting and traceable root causes.
•Trigger auto-refund and reverse payment flows for defined scenarios without escalating.
•Escalate only when outside Tier 1 authority with a documented resolution attempt and close the loop with customers.

Key Requirements

•1 to 3 years in customer support, operations, or marketplace support.
•Fluent in Arabic and working English (written and spoken).
•Comfortable working across multiple systems within a single case.
•Writes clearly and briefly under time pressure.
•Accountability mindset with willingness to work rotational shifts, including weekends.

Experience:1-3 years

Skills:CommunicationAccountabilityProblem-solvingAttention to detail

Languages:ArabicEnglish

Company Brief

Soum

Soum is a Saudi digital payments platform offering e-wallet and merchant services to facilitate cashless transactions, peer-to-peer transfers, and payments across the Kingdom.

Industry: Payments

Website