Customer Service Specialist (Remote - Egypt)

Job Overview: We are looking for a Customer Service Specialist to work remotely and manage user communications for the “Maleka” and “Dabla” applications. The role focuses on delivering a fast, professional, and high-quality customer experience while handling inquiries and resolving issues efficiently. Responsibilities: Respond promptly to all support tickets on a daily basis Follow up on open cases and ensure they are resolved within the required timeframe Reply to direct messages on social media platforms for the “Dabla” application Engage with and respond to public comments professionally Handle customer complaints in a polite and professional manner to maintain customer satisfaction Escalate technical or sensitive issues to the relevant team when necessary Document recurring issues and submit regular reports to management Maintain the brand tone of voice for each application Contribute to improving the customer experience through user feedback and insights Previous experience in customer service or social media account management (preferably in apps or tech companies) Excellent Arabic communication skills (professional writing and wording) Good command of English is preferred Ability to work under pressure and manage multiple tasks simultaneously Fast response time and strong attention to detail Strong problem-solving and decision-making skills Availability to work in shifts (including possible evening shifts or weekends) Stable internet connection and a suitable work setup Key Performance Indicators (KPIs): Response Time First Contact Resolution (FCR) Customer Satisfaction Score (CSAT) Number of tickets handled daily Quality of responses and adherence to brand tone of voice Fully remote work Flexible work environment Opportunity for growth and development within a growing tech team