Arabic-Speaking Customer Support Executive
Budget / SalaryHourly project
TypeFreelance project
LocationRemote
Posted3 hours ago
Arabic-Speaking Customer Support Executive — Level 0/Level 1
Role Summary
We are seeking an Arabic-speaking Customer Support Executive to serve as the first human point of contact for customers. The executive will resolve basic issues, guide customers through self-service options, and escalate more complex cases to the appropriate technical team.
Key Responsibilities
- Provide customer support in Arabic and English through phone, chat, and email.
- Answer common questions using approved scripts, FAQs, and knowledge-base articles.
- Help customers navigate self-service portals and automated chatbots.
- Resolve basic account-access, password-reset, and account-unlock requests.
- Assist with simple software installation, configuration, and troubleshooting.
- Guide users through basic printer, device, and connectivity setup.
- Create and update support tickets with accurate customer and issue details.
- Escalate unresolved or technical issues to Level 2 support.
- Follow service-level targets and customer-service procedures.
- Identify recurring questions and recommend improvements to FAQs and support guides.
Required Qualifications
- Fluency in spoken and written Arabic.
- Working proficiency in English.
- Strong communication, listening, and customer-service skills.
- Basic knowledge of computers, software, user accounts, and internet troubleshooting.
- Ability to follow scripts and troubleshooting checklists.
- Comfortable using ticketing systems, chat platforms, and knowledge bases.
- Patient, professional, and able to explain instructions clearly.
- Previous customer-support or help-desk experience is preferred.
Support Scope
**Level 0 — Self-Service Support**
The executive helps maintain and promote FAQs, knowledge-base articles, basic guides, and chatbot responses so customers can solve common problems independently.
**Level 1 — Basic Help Desk**
The executive acts as the first human support contact, handles straightforward requests using standard procedures, and escalates issues requiring advanced access or technical expertise.
## Suggested Job Titles
- Arabic-Speaking Customer Support Executive
- Arabic Customer Service Representative
- Arabic Help Desk Executive — Level 1
- Bilingual Arabic–English Support Associate
As the first step in our screening process, please share a 1–2 minute voice recording in Arabic covering the following:
Briefly introduce yourself and describe your customer-support experience (mandatory).
Explain how you would assist a customer who cannot log in to their account and needs to reset their password.
Describe how you would respond if the customer became frustrated.
Role Summary
We are seeking an Arabic-speaking Customer Support Executive to serve as the first human point of contact for customers. The executive will resolve basic issues, guide customers through self-service options, and escalate more complex cases to the appropriate technical team.
Key Responsibilities
- Provide customer support in Arabic and English through phone, chat, and email.
- Answer common questions using approved scripts, FAQs, and knowledge-base articles.
- Help customers navigate self-service portals and automated chatbots.
- Resolve basic account-access, password-reset, and account-unlock requests.
- Assist with simple software installation, configuration, and troubleshooting.
- Guide users through basic printer, device, and connectivity setup.
- Create and update support tickets with accurate customer and issue details.
- Escalate unresolved or technical issues to Level 2 support.
- Follow service-level targets and customer-service procedures.
- Identify recurring questions and recommend improvements to FAQs and support guides.
Required Qualifications
- Fluency in spoken and written Arabic.
- Working proficiency in English.
- Strong communication, listening, and customer-service skills.
- Basic knowledge of computers, software, user accounts, and internet troubleshooting.
- Ability to follow scripts and troubleshooting checklists.
- Comfortable using ticketing systems, chat platforms, and knowledge bases.
- Patient, professional, and able to explain instructions clearly.
- Previous customer-support or help-desk experience is preferred.
Support Scope
**Level 0 — Self-Service Support**
The executive helps maintain and promote FAQs, knowledge-base articles, basic guides, and chatbot responses so customers can solve common problems independently.
**Level 1 — Basic Help Desk**
The executive acts as the first human support contact, handles straightforward requests using standard procedures, and escalates issues requiring advanced access or technical expertise.
## Suggested Job Titles
- Arabic-Speaking Customer Support Executive
- Arabic Customer Service Representative
- Arabic Help Desk Executive — Level 1
- Bilingual Arabic–English Support Associate
As the first step in our screening process, please share a 1–2 minute voice recording in Arabic covering the following:
Briefly introduce yourself and describe your customer-support experience (mandatory).
Explain how you would assist a customer who cannot log in to their account and needs to reset their password.
Describe how you would respond if the customer became frustrated.
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