Customer Service Representative (Back Office)

About the role

MICO WORLD MENA, part of MICO WORLD, is hiring a full-time, on-site Customer Service Representative (Back Office) in Erbil. The role handles customer inquiries and issues through online channels, documents and resolves cases in internal systems, and supports front-line teams with accurate information and follow-up.

Key responsibilities

• Monitor user reports and feedback and coordinate with relevant departments to solve technical or account-related problems.
• Ensure timely, professional responses aligned with company policies.
• Maintain service quality standards and contribute to process improvements.
• Support localization efforts to improve the customer experience for MICO WORLD MENA users.

Required profile

• Experience in customer satisfaction and customer experience, with clear communication, problem-solving and follow-up.
• Prior work in customer service or similar back-office customer operations is preferred.
• Excellent written and verbal English; knowledge of local Erbil and regional languages is an advantage.
• Diploma or bachelor's degree in business, communications or a related field preferred; equivalent experience may be considered.

Required skills

• Proficiency in customer service software, ticketing systems and basic office tools such as spreadsheets and documentation platforms.
• Attention to detail, organizational skills and ability to manage several tasks in a fast pace.
• Collaborative teamwork and a professional, inclusive attitude.