- Pick up unassigned tickets within the assignment SLA and own them through closure.
- Resolve buyer and seller issues at first contact using the knowledge base, internal order data, and available self-service actions.
- Log tickets with accurate categories, subjects, and resolution notes.
- Trigger auto-refund and reverse payment flows for the four defined scenarios without escalating.
- Escalate issues outside Tier 1 authority only after documenting a resolution attempt.
- Close the loop with customers on the original channel before marking tickets resolved.
- Flag repeat issues and knowledge gaps to the Team Lead.
- Maintain accuracy and tone standards in written responses in Arabic and English.
Customer support