SCOPE OF THE JOB

The Customer Service Live Agent plays a key role in representing Mike Sport’s values and commitment to exceptional customer care. Acting as the first point of contact, the agent manages customer inquiries and service tickets across our consolidated communication platform (WhatsApp, Instagram Direct Messages, Facebook Messenger, and Email). With empathy, professionalism, and positivity, the Live Agent ensures every customer interaction reflects Mike Sport’s passion for sports and dedication to service excellence. By coordinating with internal teams and branches, the role focuses on providing fast, accurate, and personalized solutions that build trust and long-term loyalty with our customers.

KEY RESPONSIBILITIES

Manage and respond to all incoming customer service cases through the centralized communication platform
Handle inquiries with professionalism, empathy, and positivity, ensuring that even frustrated customers feel valued and supported
Provide accurate information regarding products, services, orders, and policies
Coordinate with relevant departments (including branches, operations, logistics, and sales) to resolve cases efficiently
Escalate unresolved or complex cases to the Customer Service Manager or E-commerce Manager when needed
Ensure all communications follow the company’s tone of voice and quality standards
Document cases and resolutions accurately in the system for tracking and reporting purposes
Follow customer service processes and service level agreements to ensure consistency and speed

JOB REQUIREMENTS

Education: Bachelor’s degree or equivalent
Experience: 1–2 years of professional customer service experience with training from a reputable organization in customer service and complaint resolution. Retail experience is a plus
Linguistic Skills: Excellent written and spoken Arabic and English; ability to handle WhatsApp calls is required.
Computer Skills: Experience working with a customer service platform is a plus. Good knowledge of MS Office and ability to learn new digital platforms required

More Information

How to apply Please share your resume at : [email protected] Only shortlisted candidates will be contacted.

Mike Sport - Iraq

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Customer Service Live Agent