Shad Group
3 hours ago
Call Center Agent
- Salary
- Not disclosed
- Job type
- Full time
- Location
- Erbil
- Deadline
- Sep 28, 2026
Shad Group is hiring an Iraqi national as a shift-based Call Center Agent in Erbil to provide phone support and troubleshooting for mobile application users. Candidates must have at least 3 years of relevant customer service or call center experience and be fluent in Kurdish, Arabic, and English.
About the job
Company: Shad Group
Department: Marketing
Nationality: Iraqi National Only
Work Type: Shift-Based
Shad Group is a diversified organization dedicated to the modernization and automation of essential infrastructure, logistics, and commercial trade, with a significant operational footprint in Iraq.
By leveraging advanced technology and digital transformation, the group provides critical services ranging from automated customs and manifest systems to industrial development and high-security infrastructure maintenance.
Shad Group’s mission is to bridge the gap between traditional operations and modern efficiency by providing high-precision digital tracking, seamless connectivity, and robust software solutions that enhance transparency and operational security.
Through its network of specialized subsidiaries, Shad Group serves as a vital partner in optimizing supply chains, securing entry points, and driving large-scale infrastructure projects that support regional economic growth and operational excellence.
Shad Group is seeking a professional, customer-focused, and proactive Call Center Agent to join the Marketing Department and support users of the company’s mobile application and related digital services.
The position will be responsible for handling customer inquiries, providing first-level assistance, supporting users with basic application-related issues, and ensuring that customers receive clear, accurate, and professional service.
The Call Center Agent will communicate with users through phone calls and other approved communication channels, provide information about the company’s services and application features, and coordinate with the IT/Technical team when issues require further technical investigation.
Responsibilities
- Handle customer calls, happy calls, and customer inquiries regarding the company’s mobile application and services.
- Provide professional and timely customer support through phone and approved communication channels.
- Assist users with registration, login, navigation, account access, and basic application issues.
- Provide basic troubleshooting for common mobile, connectivity, and application-related issues.
- Record customer inquiries, complaints, feedback, and technical issues accurately.
- Escalate unresolved or technical issues to the relevant IT/Technical team and follow up when required.
- Explain application features, services, procedures, and approved marketing information clearly to customers.
- Collect customer feedback and report recurring issues or concerns to the Marketing team.
- Handle customer complaints professionally and maintain a positive customer experience.
- Maintain confidentiality of customer and company information.
- Coordinate with Marketing, IT/Technical, and other relevant departments when required.
- Perform other related duties as assigned by the supervisor or management.
Requirements
- Bachelor’s degree in marketing, Business Administration, IT, Computer Science, or a related field is preferred.
- 3–5 years of relevant professional experience in call center operations, customer service, technical support, or a related field is required.
- Basic knowledge of mobile applications, smartphones, internet connectivity, and common technical issues.
- Fluency in Kurdish, Arabic, and English is required.
- Strong communication, customer service, listening, and problem-solving skills.
- Ability to explain technical information clearly and assist customers with patience and professionalism.
- Good computer skills and familiarity with Microsoft Office and digital systems.
- Ability to work effectively with the Marketing and IT/Technical teams.
- Ability to work according to assigned schedules and operational requirements.
Working hours
- Shift-based position with possible rotational shifts.
- Flexibility to work assigned shifts is required.
Skills
- Microsoft Office
- Customer support
- Troubleshooting
Details
- Profession
- Customer Service Representative
- Category
- Administration
- Experience
- 3+ years
- Languages
- Kurdish (Sorani) · Arabic · English