Customer Service and Back Office Support Specialist

Job Description

The Customer Service & Backend Support Specialist will primarily handle backend operations related to client management, bookings, and system coordination, while supporting the Customer Representative in client communication when required. The role ensures smooth internal workflows, accurate data handling, and timely resolution of backend and operational issues to maintain high service quality.

Key Responsibilities:

Customer Service Support:

•Assist the Customer Representative in handling client inquiries via phone, WhatsApp, email, or platform.
•Support in managing complaints and escalations by coordinating with internal teams.
•Follow up with client’s post-service (feedback, confirmations, issue resolution).
•Ensure professional and consistent communication aligned with company standards.

Administrative & Coordination:

•Support invoicing preparation and coordination with the accounting team when required.
•Assist in onboarding new clients by ensuring correct setup on the system.
•Maintain confidentiality of client and company data at all times.
•Support special projects and tasks assigned by management.

Backend & Operations Support:

•Manage and update all client bookings, schedules, and service details on all the systems/platforms.
•Prepare with the Head of Operations the daily schedule.
•Ensure accuracy of client data, service scope, pricing, and payment & order status on the backend.
•Coordinate between customer service, operations, supervisors, and drivers to ensure smooth service execution.
•Monitor daily operations on the backend and proactively flag issues or discrepancies.
•Handle service modifications, rescheduling, cancellations, and special requests on the system.
•Prepare backend reports (daily/weekly/monthly) related to bookings, cancellations, complaints, and service performance.
•Follow up on unresolved backend or operational issues until closure.
•Ensure proper documentation and record-keeping of all client-related activities.

Required Qualifications:

•Bachelor’s degree in Business Administration, Management, or a related field (preferred).
•1–3 years of experience in customer service, operations, or backend support roles.
•Strong organizational and multitasking skills.
•High attention to detail and accuracy.
•Strong communication skills in Arabic and English (French is a plus).
•Comfortable working with digital platforms, CRMs, and Google Workspace.
•Ability to work under pressure and handle multiple priorities.
•Problem-solving mindset with a proactive attitude.