Customer Care Agent

Responsibilities

• Handle incoming customer calls, inquiries, and complaints professionally via phone, email, and social media.
• Respond promptly to Google Chat, online reviews, and social media messages to maintain brand standards.
• Manage customer orders, reservations, and follow up on pending concerns until resolution.
• Record and categorize customer inquiries accurately and escalate complex issues to relevant departments.
• Provide personalized service to VIP guests and coordinate support for special events and PR invites.
• Respond professionally during crisis situations, including negative comments or viral content.
• Meet individual and department KPIs while providing feedback to improve overall customer experience.

Requirements

• Fluent in both Arabic and English (spoken and written).
• Previous experience working in a contact center, preferably within the GCC region.
• Tech-savvy with comfort using various digital platforms and communication tools.
• Ability to work a flexible schedule, including shifts, weekends, public holidays, and overnight schedules.
• Strong problem-solving skills and the ability to stay calm under pressure.
• Highly organized, punctual, and capable of multitasking in a fast-paced environment.

About the Company

Independent Food Company is a leading hospitality group dedicated to delivering exceptional dining experiences and maintaining high brand standards across all its ventures.