We are looking for Customer Service Representative who will manage customer queries and complaints. She will provide product / Service information and resolve or escalate any emerging problems that our Customers or Merchants might face with accuracy and efficiency. **JOB RESPONSIBILITIES / CHALLENGES** · Answering phone calls and emails, responding to customer questions and complaints through basic troubleshooting or setup processes. · Maintaining a positive, empathetic, and professional attitude toward customers at all times to ensure excellent service standards. · Logging customer complaints, forwarding them to relevant team members and generate service request / ticket numbers · Ensure timely resolution of customers / Merchant queries and complaints as per defined TATs in SOP. · Knowing our product/service inside and outside in order to answer customers efficiently. · Maintain a comprehensive complaint MIS and a dashboard to be circulated to higher management describing service ratio incorporating the nature of complaints, resolution percentage and other alike parameters for complete visibility. · Assist Operations Manager in preparing End to End SOP of the function · Maintain complete comprehensive MIS covering all the activities related to disputes and chargebacks. **QUALIFICATIONS \& SKILLS:** · Bachelor’s degree · Experience: 2 years of relevant experience. · Proven customer support experience or experience as a Client Service Representative · Strong phone contact handling skills and active listening · Arabic speaker and proficiency in English is required · Familiarity with CRM systems and practices. · Proficient in MS office (esp. in excel). · Good interpersonal, communication and presentation skills. · Ability to multi\-task, prioritize, and manage time effectively Job Types: Full\-time, Permanent Pay: From QAR4,500\.00 per month