About the role
You will support customers on behalf of the companies we work with. You will represent their brand with care, solve problems on first contact where you can, and pass on the rest with clear notes.
What you will do
- Answer customers by email, chat and phone
- Resolve issues or escalate them with clear notes
- Log every case accurately in the ticketing system
- Meet agreed response times and quality targets
- Spot repeated problems and suggest improvements
- Keep help articles and saved replies up to date
Minimum qualifications
- A-levels or equivalent, or a degree
- 2+ years in customer support or a contact centre
- Proven quality scores (CSAT or QA) from a previous role, with a reference
- Daily work in Zendesk, Freshdesk or a similar tool
- Typing speed of 50+ words per minute
- English at CEFR C1 or above (IELTS 7.0 or equivalent)
- Arabic at CEFR C1 or above, written and spoken
Expert knowledge
- Ticket triage and prioritisation against SLAs
- De-escalation and complaint handling to a recognised standard (ISO 10002)
- Writing clear help articles and saved replies
- Basic technical troubleshooting: accounts, email, connectivity and devices
Preferred qualifications
- Support for a technology or telecommunications company
- HDI Customer Service Representative certification
- A third language
Before any offer we verify your certificates, qualifications, references and right to work in the UK. Security roles also need background screening (BPSS) and may need security clearance.
SOWTK is an equal opportunity employer. We welcome applicants of every background and do not discriminate on any characteristic protected by the Equality Act 2010.