Customer Care Agent

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. We operate across gaming, telco, streaming, e-commerce, and live events, and our customers expect fast, reliable help whenever something doesn’t go as planned. We’re looking for a Customer Care Agent who will be the first point of contact for our customers. You’ll help them with orders, payments, and product questions across WhatsApp, social media, and phone. You’ll resolve issues end-to-end, work closely with internal teams, and make sure every customer leaves the conversation feeling heard and helped. What You’ll Do Customer Conversations Respond to customer messages on WhatsApp and social media quickly, clearly, and in a friendly tone Answer inbound customer calls and handle them professionally from greeting to close Reply to comments on our social media pages, and move cases to private channels when needed Keep a consistent, on-brand tone across every channel and conversation Issue Resolution & Escalation Investigate order, payment, and voucher issues and follow them through to resolution Escalate cases to the right internal teams (product, payments, operations) with clear, complete information Keep customers updated on the status of their case until it’s closed Flag recurring issues and patterns so the team can fix root causes, not just symptoms Case Management & Shift Operations Document every conversation accurately in our support tools Hand over open cases at the end of each shift with clear notes so nothing falls through the cracks Follow internal processes, response-time targets, and quality standards Contribute to saved replies and FAQs that help the team respond faster and more consistently Requirements Must-Haves Fluent Arabic (Iraqi dialect), spoken and written Good written English, enough to handle English-language messages and internal communication Clear, polite, and patient communication, both in writing and on the phone Comfortable using computers, chat tools, and multiple systems at once Strong attention to detail and problem-solving skills, with the ability to dig into an issue rather than give a generic answer Able to stay calm and professional with frustrated customers Able to work shifts, including holidays and some weekends Nice to Have Previous experience in customer service, call centers, or support roles (1+ year) Experience in digital payments, fintech, e-commerce, telco, or gaming Familiarity with support or ticketing tools (e.g. Zendesk, Freshdesk, Intercom, or similar) Experience handling customer conversations on social media Familiarity with gaming platforms, vouchers, or digital top-ups, so you understand what our customers are buying Benefits Immediate, large-scale impact on a high-growth business Top-of-the-market compensation packages Work alongside top regional talent, with team members from Talabat, Careem, Etisalat, and more