Customer Care Agent

Digital Zone

. Respond to customer messages on WhatsApp and social media quickly, clearly, and in a friendly tone .

Posted 11/10/2026full-timeBaghdad • IraqMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong communication skills in both Arabic and English, with a focus on customer service excellence and problem-solving. Proficient in using support tools and maintaining a professional demeanor while managing customer interactions across various channels.

Highest-signal resume keywords

Fluent Arabic (Iraqi Dialect)Customer Service ExperienceAttention To DetailProblem-Solving SkillsFamiliarity With Support Tools

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Clear CommunicationPolite InteractionPatienceProfessionalism

Tools & Technologies

ZendeskFreshdeskIntercom

Industry Keywords

Digital PaymentsFintechE-CommerceTelcoGaming

About the role

Key responsibilities & impact

Respond to customer messages on WhatsApp and social media quickly, clearly, and in a friendly tone
Answer inbound customer calls and handle them professionally from greeting to close
Reply to comments on social media pages and move cases to private channels when needed
Maintain a consistent, on-brand tone across channels and conversations
Investigate order, payment, and voucher issues through to resolution
Escalate cases to product, payments, and operations teams with clear, complete information
Keep customers updated until their cases are closed
Flag recurring issues and patterns to help address root causes
Document every conversation accurately in support tools
Hand over open cases at the end of each shift with clear notes
Follow internal processes, response-time targets, and quality standards
Contribute to saved replies and FAQs

Requirements

What you’ll need

Fluent Arabic (Iraqi dialect), spoken and written
Good written English, enough to handle English-language messages and internal communication
Clear, polite, and patient communication, both in writing and on the phone
Comfortable using computers, chat tools, and multiple systems at once
Strong attention to detail and problem-solving skills, with the ability to dig into an issue rather than give a generic answer
Able to stay calm and professional with frustrated customers
Able to work shifts, including holidays and some weekends
Previous experience in customer service, call centers, or support roles (1+ year) — nice to have
Experience in digital payments, fintech, e-commerce, telco, or gaming — nice to have
Familiarity with support or ticketing tools (e.g. Zendesk, Freshdesk, Intercom, or similar) — nice to have
Experience handling customer conversations on social media — nice to have
Familiarity with gaming platforms, vouchers, or digital top-ups — nice to have

Benefits

Comp & perks

Immediate, large-scale impact on a high-growth business
Top-of-the-market compensation packages
Work alongside top regional talent, with team members from Talabat, Careem, Etisalat, and more