{"id":3969744,"url":"https://alion.io/job/digital-zone-customer-care-agent","title":"Customer Care Agent","company":{"id":9375,"name":"Digital Zone","domain":"dz.iq","url":"https://alion.io/company/digital-zone","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Baghdad, Iraq"],"countries":["IQ"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"WhatsApp","optional":false},{"name":"Freshdesk","optional":true},{"name":"Intercom","optional":true},{"name":"Zendesk","optional":true}],"status":"live","first_seen_at":"2026-11-09T15:39:26Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-09T15:39:26Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Customer Care Agent\nAbout the Role\nDigital 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.\nWe’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.\nWhat You’ll Do\nCustomer Conversations\nRespond to customer messages on WhatsApp and social media quickly, clearly, and in a friendly tone\nAnswer inbound customer calls and handle them professionally from greeting to close\nReply to comments on our social media pages, and move cases to private channels when needed\nKeep a consistent, on-brand tone across every channel and conversation\nIssue Resolution & Escalation\nInvestigate order, payment, and voucher issues and follow them through to resolution\nEscalate cases to the right internal teams (product, payments, operations) with clear, complete information\nKeep customers updated on the status of their case until it’s closed\nFlag recurring issues and patterns so the team can fix root causes, not just symptoms\nCase Management & Shift Operations\nDocument every conversation accurately in our support tools\nHand over open cases at the end of each shift with clear notes so nothing falls through the cracks\nFollow internal processes, response-time targets, and quality standards\nContribute to saved replies and FAQs that help the team respond faster and more consistently\nRequirements\nMust-Haves\nFluent Arabic (Iraqi dialect), spoken and written\nGood written English, enough to handle English-language messages and internal communication\nClear, polite, and patient communication, both in writing and on the phone\nComfortable using computers, chat tools, and multiple systems at once\nStrong attention to detail and problem-solving skills, with the ability to dig into an issue rather than give a generic answer\nAble to stay calm and professional with frustrated customers\nAble to work shifts, including holidays and some weekends\nNice to Have\nPrevious experience in customer service, call centers, or support roles (1+ year)\nExperience in digital payments, fintech, e-commerce, telco, or gaming\nFamiliarity with support or ticketing tools (e.g. Zendesk, Freshdesk, Intercom, or similar)\nExperience handling customer conversations on social media\nFamiliarity with gaming platforms, vouchers, or digital top-ups, so you understand what our customers are buying\nBenefits\nImmediate, large-scale impact on a high-growth business\nTop-of-the-market compensation packages\nWork alongside top regional talent, with team members from Talabat, Careem, Etisalat, and more","description_format":"text","description_chars":2980,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Arabic","level":"Advanced (C1)","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital 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