Customer Chat Support Agent

This is a full-time contract opportunity to join a growing team providing remote customer support services from Pakistan to companies based in Saudi Arabia. Team members work entirely remotely during Saudi business hours, integrating seamlessly into clients’ daily operations. The company is currently expanding its pool of experienced Customer Chat Support Agents to support upcoming client projects.

Key Responsibilities
- Respond promptly and professionally to customer inquiries via chat and email channels.
- Accurately log customer issues and escalate them to the appropriate internal teams when necessary.
- Manage response times to meet or exceed agreed service level targets.
- Maintain and update FAQs and saved replies (macros) to improve efficiency and consistency.
- Categorize support tickets correctly to ensure proper tracking and resolution.
- Follow up with customers to confirm satisfaction after issue resolution.
- Provide coverage during peak hours as scheduled to maintain service quality.
- Track and monitor complaints through to full resolution, ensuring customer concerns are addressed.

Required Qualifications
- Residency in Pakistan with a minimum of one year’s experience in customer chat, email, or helpdesk support roles.
- Excellent written English communication skills; proficiency in Arabic is a significant advantage.
- Practical experience using ticketing or live-chat platforms such as Zendesk, Freshdesk, Intercom, Zoho Desk, or HubSpot.
- Ability to type quickly and accurately while managing multiple chat conversations simultaneously without compromising quality.
- Demonstrated ability to remain calm, polite, and clear when handling frustrated or upset customers.
- Reliable high-speed internet connection and a quiet, dedicated home workspace.
- Availability to work during Saudi Arabia’s business hours, Sunday through Thursday.

Preferred Qualifications and Benefits
- Experience in e-commerce customer service or familiarity with the Saudi/GCC market is a plus.
- Fully remote work setup, allowing flexibility to work from anywhere within Pakistan.
- Long-term engagement opportunities with well-established companies in Saudi Arabia.
- Exposure to the Saudi market’s customer service standards and practices.
- Structured work environment with monthly performance reviews and ongoing support to help you succeed.

Applications are reviewed continuously, and candidates who meet the criteria will be contacted as suitable client roles become available. This role offers a valuable chance to develop your career in customer support while working remotely for reputable Saudi organizations.