Customer Care Agent

About the role

Digital Zone is a fast-growing digital payments and voucher platform active in Iraq and expanding into Saudi Arabia and the UAE, serving customers across gaming, telco, streaming, e-commerce and live events. It is looking for a Customer Care Agent who will be the first point of contact for customers, helping them with orders, payments and product questions across WhatsApp, social media and phone, resolving issues end-to-end.

Key responsibilities

• Respond quickly and clearly to customer messages on WhatsApp and social media, and answer inbound calls professionally
• Reply to social media comments and move cases to private channels when needed, keeping an on-brand tone
• Investigate order, payment and voucher issues and escalate them to the right internal teams with clear information
• Keep customers updated until their case is closed and flag recurring issues so root causes can be fixed
• Document every conversation accurately and hand over open cases at the end of each shift
• Follow response-time targets and quality standards, and contribute to saved replies and FAQs

Required profile

• Fluent Iraqi Arabic, spoken and written
• Good written English for messages and internal communication
• Comfortable working shifts, including holidays and some weekends
• Nice to have: 1+ years of customer service experience, familiarity with Zendesk, Freshdesk or Intercom, and knowledge of gaming platforms, vouchers or digital top-ups

Required skills

• Comfortable using computers, chat tools and multiple systems at once
• Attention to detail, problem-solving and patience with frustrated customers

What we offer

• Immediate, large-scale impact on a high-growth business
• Top-of-the-market compensation packages
• A team with members from companies such as Talabat, Careem and Etisalat