Customer Support Agent

Join the growing Customer Experience team at Tradeling and play a key role in shaping our customer journey. As a Customer Support Agent, you'll be at the heart of our commitment to providing exceptional service across multiple channels. In this role, you will ensure a seamless customer experience, cultivate a customer-first mindset, and proactively resolve issues to make shopping at Tradeling.com an outstanding experience.

About Tradeling

Tradeling is MENA's leading and most extensive B2B marketplace dedicated to streamlining the purchasing process for both buyers and sellers. We are committed to optimizing business procurement by connecting international suppliers with MENA region buyers. Tradeling empowers both buyers and sellers to improve their business operations through tailored product offerings and customized tools, enhancing efficiency and effectiveness. We embrace the challenge to innovate on behalf of our customers and vendors connecting global and regional suppliers to MENA-based demand.

Your Role

As a Customer Support Agent, you'll handle a range of customer interactions across phone, email, chat, and social media channels. You'll be a true advocate for our customers, providing proactive support and personalized assistance to ensure they receive a high-quality experience. Core responsibilities include:

1. Handling inbound customer inquiries across all channels with empathy and attentiveness
2. Prioritizing personalized support, following up on unresolved issues, and offering creative solutions
3. Acting as a champion for our customers, advocating their needs to internal teams to improve services and processes
4. Using feedback from interactions to identify improvement areas and provide suggestions
5. Meeting performance metrics and working on a rotation-based schedule to ensure consistency

Who We Look For

Our ideal candidate has the following qualifications and skills:

1. Proven experience in customer support or a similar role, with omnichannel support preferred
2. Exceptional communication skills and the ability to build rapport with customers
3. Genuine passion for enhancing the customer experience and going above and beyond
4. Ability to work effectively within a rotation-based schedule, including weekends and holidays
5. Familiarity with CRM systems, chat platforms, and other support tools
6. Language Proficiency: Excellent command of English; knowledge of Hindi, Malayalam, and Arabic is a plus

What You'll Get In Return

1. Being part of a dynamic team that values innovation and creativity
2. Working on exciting projects that have a real impact on our brand's growth and success
3. Opportunities for personal development and career advancement
4. Support and guidance from the moment you accept an offer all throughout your professional journey at Tradeling
5. An environment that values ownership and collaboration
6. A company culture grounded in diversity and where integrity is pivotal
7. Management and leadership team that cares for your wellness and fulfillment at work
8. Colleagues and team mates who are fun and proactive, and who embody Tradeling's Values
9. Market-benchmarked compensation and benefits

Ready to apply? Here's what to expect.

Our talent acquisition team strives to match the best talent to our open opportunities. Once you are contacted for the role, you'll have the opportunity to showcase your experience, background and skills during the screening call. If you are shortlisted to move forward to the next steps, you will meet your future line manager and/or senior Operations team members in a series of interviews. You'll know things are looking great if we initiate a background check and final interview, potentially leading to an offer of employment.