Customer Service Representative – Remote-Based

Location: Remote

Department: Customer Service

Employment Type: Full-Time

Experience: 2–4 years

Languages: Arabic & English – Mandatory

Work Schedule: Rotating shifts, including evenings, weekends & public holidays
About the Role

Qynda is looking for a Customer Service Representative (Remote-Based) who is passionate about delivering exceptional customer experiences and resolving customer needs quickly, professionally, and effectively.

As a Customer Service Representative, you will be the first point of contact for our customers across multiple communication channels, helping them with product and service inquiries, orders, deliveries, complaints, returns, exchanges, and other service-related requests.

This is a remote-based role requiring strong self-management, accountability, communication skills, and the ability to work effectively in a fast-paced customer-focused environment.
Key Responsibilities

• Respond promptly and professionally to customers through phone, email, live chat, WhatsApp, and other approved channels.

• Communicate effectively in both Arabic and English, based on customer preference.

• Handle customer inquiries, complaints, and service issues professionally.

• Identify the root cause of customer concerns and provide appropriate solutions.

• Support customers with order status, delivery updates, cancellations, returns, and exchanges.

• Escalate complex or sensitive issues to the appropriate team and follow up until resolution.

• Maintain accurate customer records, case notes, complaints, and resolutions in relevant systems.

• Coordinate with Operations, Sales, Finance, Delivery, E-Commerce, and other teams to resolve customer issues.

• Meet established customer service KPIs, including response time, resolution time, productivity, and customer satisfaction.

• Identify recurring customer issues and share feedback and trends to support service improvement.

• Maintain confidentiality of customer information and company data.

• Ensure reliable availability, connectivity, and productivity while working remotely.
What We’re Looking For

Essential:

✅ 2–4 years of experience in customer service, customer support, contact centre, e-commerce, retail, hospitality, or a similar customer-facing role.

✅ Fluent written and spoken Arabic and English.

✅ Willingness and ability to work rotating shifts, including evenings, weekends, and public holidays.

✅ Excellent verbal and written communication skills.

✅ Strong complaint-handling, problem-solving, and decision-making skills.

✅ Ability to manage multiple customer interactions and priorities simultaneously.

✅ Strong attention to detail and accuracy.

✅ Experience with CRM, ticketing, customer support, live-chat, or similar systems.

✅ Good computer skills and proficiency with Microsoft Office and online communication tools.

✅ Ability to work independently and remain productive in a remote environment.

✅ Strong time management, organization, follow-up, and accountability.
It Would Be an Advantage If You Have

⭐ E-commerce, FMCG, retail, or consumer-facing experience

⭐ GCC customer service experience

⭐ Experience handling customers through WhatsApp, live chat, email, or social media

⭐ Knowledge of customer service KPIs such as CSAT, First Contact Resolution, Response Time, Resolution Time, and Ticket Volume

⭐ Previous experience working in a fully remote/distributed team

⭐ Additional language skills
Why Join Qynda?

If you are a customer-focused professional who enjoys solving problems, communicating with people, and creating positive customer experiences, we’d love to hear from you!

📩 Apply now and become part of the Qynda team.

Please submit your CV highlighting your relevant customer service experience and language proficiency.