Customer Support Agent

Anghami
Beirut
Full timeFunction: Customer Support (Service Desk)Experience: 1-3 yearsSkills: ["Communication","Problem-solving","Analytical skills","Organizational skills","Time management"]

Deliver high-quality customer support via live chat and email, responding to inquiries while meeting SLAs and performance targets. Resolve customer questions, concerns, and complaints, troubleshoot basic technical issues, and escalate complex cases as needed. Maintain accurate interaction records, follow up on outstanding cases, and collaborate with internal teams to improve service. Stay current on products, policies, and processes to provide accurate information.

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FursaFursa
Anghami
Anghami
1 day ago

Customer Support Agent

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Deliver high-quality customer support via live chat and email, responding to inquiries while meeting SLAs and performance targets. Resolve customer questions, concerns, and complaints, troubleshoot basic technical issues, and escalate complex cases as needed. Maintain accurate interaction records, follow up on outstanding cases, and collaborate with internal teams to improve service. Stay current on products, policies, and processes to provide accurate information.
Location: Beirut
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 as required.
  • •Meet or exceed KPIs including CSAT, response time, and resolution time targets, and collaborate on service improvements.

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 while maintaining accuracy and attention to detail.
  • •Experience using a CRM or customer support platform is preferred (Zendesk exposure is a plus).
Experience:1-3 yearsCustomer serviceCustomer support
Skills:CommunicationProblem-solvingAnalytical skillsOrganizational skillsTime management
Languages:EnglishArabicFrench
Tech Stack:Live chatEmailCRMCustomer support platformsZendesk

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
Glassdoor
Glassdoor: 3.7
WebsiteLinkedInGlassdoor