Multicanal Customer Support Agent (m/f/d - Arabic & English mandatory) - Kuwait city
On-siteKuwait City, Al Asimah, Kuwait
Job Summary
Respond promptly to inbound customer inquiries via chat, email, and phone, addressing visa application needs and providing accurate product information. Manage customer accounts by updating application histories and handling escalated complaints with urgency. Execute outbound campaigns to reach applicants, offering additional services and conducting interviews to gather insights. Collaborate with internal teams to resolve complex issues and ensure compliance with all legal and company policies. Maintain first-contact resolution standards while promoting upsell opportunities. This role supports Capago's visa application centers across 10 countries, serving over 500,000 applicants annually. Fluent in English and Arabic is mandatory, with French as an advantage.
Required Qualifications
- Fluent in written and spoken English & Arabic - mandatory
- Matric in customer service related field
- Fluent in English and Arabic - mandatory
- Proficient computer skills and the ability to work with document management systems and databases
- Able to work effectively in a fast-paced environment
- Capable of handling challenging customer interactions with professionalism
- Be meticulous, pay attention to detail and be accurate in your work
- Ability to adapt to changing visa requirements and procedures
- Strong communication skills
- Empathy
- Organisation
- Autonomy
Desired Qualifications
- Fluent in French is an advantage
- Tertiary qualifications is an added advantage
- Previous customer service experience or in a call centre position is preferred
- French is a big plus
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