Call Center Customer Service Representative

About the job Company Description Pet Point is a leading pet supplies and services retailer in Kuwait, serving pet enthusiasts and experienced pet guardians alike. The company offers a wide range of carefully selected brands and products, including premium pet food, supplies, accessories, and other pet-care essentials under one roof. Pet Point places strong emphasis on quality, customer service, and pet well-being, ensuring that products and services meet high standards. In addition to retail and e-commerce, Pet Point provides trusted grooming and pet-care services and is committed to creating a safe, friendly, and professional environment where every pet is treated with care and respect. Role Description The Call Center Customer Service Representative is a full-time, on-site role based in Kuwait. The role is responsible for handling inbound and outbound calls, WhatsApp/chat inquiries, and customer requests related to pet products, grooming services, orders, deliveries, and other Pet Point services. Daily responsibilities include providing accurate product and service information, processing customer requests and orders, documenting customer interactions in the system, following up on pending cases, and ensuring customer satisfaction. The representative will coordinate closely with Pet Point stores, delivery, warehouse, grooming, and operations teams regarding deliveries, product availability, returns, complaints, and service appointments. The role also requires professionally handling customer complaints, recommending suitable products and services based on customer needs, and identifying opportunities for appropriate upselling and cross-selling while maintaining a customer-focused approach. Qualifications • Strong customer service and customer support skills, with the ability to professionally handle calls, chats, inquiries, and complaints. • Fluency in Arabic is required, with good verbal and written English communication skills. • Previous experience as a Call Center Agent, Customer Service Representative, or Customer Support Agent is preferred. • Previous experience in retail, e-commerce, delivery services, pet care, or a related customer-facing business is an advantage. • Strong focus on customer satisfaction and customer experience. • Ability to understand customer needs and recommend suitable products or services professionally. • Good problem-solving skills, patience, active listening, and the ability to deal with difficult or dissatisfied customers. • Comfortable using call center systems, CRM tools, WhatsApp/chat platforms, and Microsoft Office or similar applications. • Ability to accurately document customer requests, orders, complaints, and follow-up actions. • Ability to coordinate effectively with stores, delivery, warehouse, grooming, and operations teams. • Interest in or familiarity with pets, pet food, pet accessories, and grooming services is highly beneficial. • Willingness to learn about pet products and services through the company’s training program. • Ability to work full-time on-site in Kuwait and manage rotating shifts, including weekends and public holidays when required. • Candidates currently residing in Kuwait are preferred. Location: Kuwait Employment Type: Full-time – On-site Company: Pet Point Kuwait Show more Show less

Strong customer service and customer support skills, with the ability to professionally handle calls, chats, inquiries, and complaints. Fluency in Arabic is required, with good verbal and written English communication skills. Previous experience as a Call Center Agent, Customer Service Representative, or Customer Support Agent is preferred. Previous experience in retail, e-commerce, delivery services, pet care, or a related customer-facing business is an advantage. Ability to work full-time on-site in Kuwait and manage rotating shifts, including weekends and public holidays when required. Candidates currently residing in Kuwait are preferred.

Handle inbound and outbound calls, WhatsApp/chat inquiries, and customer requests related to pet products, grooming services, orders, deliveries, and other Pet Point services. Provide accurate product and service information, process customer requests and orders, document customer interactions in the system, follow up on pending cases, and ensure customer satisfaction. Coordinate with Pet Point stores, delivery, warehouse, grooming, and operations teams regarding deliveries, product availability, returns, complaints, and service appointments. Professionally handle customer complaints, recommend suitable products or services, and identify opportunities for upselling and cross-selling while maintaining a customer-focused approach.