Customer Service Agent

Description

Summary: The Customer Service Agent at Hazawy will be the human voice of the brand, guiding customers from interest to completed orders for personalized children's storybooks, while maintaining system organization. Highlights: 1. Be the human voice of a fast-growing personalized storybook brand 2. Engage with customers primarily via WhatsApp and social media in Kuwaiti dialect 3. Help create treasured keepsakes for families **Customer Service Agent** *Hazawy — Personalized Children’s Storybooks* **Location:** Kuwait | **Type:** Full-time | **Reports to:** Operations / Team Lead **About Hazawy** Hazawy creates personalized storybooks where every child becomes the hero of their own story — with their name, their face, and a dedication from the people who love them. We’re a fast-growing Kuwaiti brand, and most of our customers reach us the way Kuwaitis actually talk to businesses: through WhatsApp and social media. Every conversation is a chance to make a parent smile and turn a simple order into a keepsake they’ll treasure for years. That’s why this role matters. You’re not just “support” — you’re the human voice of Hazawy. **The Role in One Line** You’ll be the first person our customers talk to, guiding them from “I’m interested” to a happy, completed order — while keeping our system organized and our team in the loop. **What You’ll Do Day-to-Day** **1. WhatsApp Conversations (the heart of the job)** * Reply to customer chats quickly, warmly, and **in Kuwaiti dialect** — customers should feel they’re chatting with a real person from here, not reading a copy-paste script * Answer questions about our books, pricing, add-ons (dedications, audiobooks, gift options), and delivery * Guide hesitant customers gently toward placing an order, without being pushy * Keep response times fast during busy hours and manage multiple chats at once without losing the personal touch **2. Social Media Engagement** * Monitor and reply to comments and direct messages on Instagram, TikTok, and our other channels * Catch questions that come in through posts and ads, and move them into a real conversation * Flag recurring questions or complaints so the team can improve **3. Manual Order Entry** * Enter customer orders into our system accurately — child’s name, spelling, personalization details, add-ons, delivery address, and payment status * Double-check spelling and details, because a printed book can’t be “edited later” * Keep order records clean and up to date so nothing slips through **4. Coordinating With the Team** * Work closely with the design and production team to keep orders moving on schedule * Give customers honest, accurate updates on timing and delivery * Follow up on approvals (like cover previews) and chase anything that’s stuck * Escalate special requests or problems to the right person quickly **5. Follow-Up & Care** * Check in with customers on order approvals, updates, and delivery * Handle complaints calmly and turn a frustrated customer into a loyal one * Make every customer feel looked after from the first message to the doorstep **What We’re Looking For** **Must-haves** * **Fluent Kuwaiti Arabic** — you speak and write naturally in the local dialect, with a warm, friendly tone * **Good English** — enough to use our system and coordinate smoothly with the team * Organized and detail-oriented — you don’t let orders or messages slip through the cracks * Comfortable with smartphones, WhatsApp, apps, and basic data entry * Patient, friendly, and genuinely helpful — you actually like helping people * Able to stay calm and kind under pressure or with a difficult customer **Nice to have** * Previous experience in customer service, sales, or social media * Experience with WhatsApp Business or a CRM / order system * An interest in kids, storytelling, gifts, or family brands **What Success Looks Like (First 3 Months)** * Customers regularly say they loved how they were treated * Fast response times on WhatsApp and social media * Orders entered accurately with very few mistakes * Smooth handoffs with the production team and no “forgotten” orders * You know our products well enough to answer almost anything without asking **Why Join Hazawy** * Be part of a young, growing Kuwaiti brand people genuinely love * A job with heart — you’re helping create keepsakes families treasure * A supportive team where your ideas are heard * Room to grow as we grow **How to Apply** 1. A short intro about yourself 2. Any relevant experience 3. Why you’d be a great fit for Hazawy *Bonus: reply to us the way you’d reply to a real Hazawy customer — in your friendly Kuwaiti voice.* Pay: From KD250.000 per month Work Location: In person