📍 Job Overview

• Job Title: Customer Support Agent (m/f/d - Arabic & English speaker mandatory) - Kuwait city
• Company: Capago International
• Location: Kuwait City, Capital Governorate, Kuwait
• Job Type: Full-Time
• Category: Customer Support
• Date Posted: 2025-07-21
• Experience Level: 0-2 years
• Remote Status: On-site

🚀 Role Summary

• Serve as the primary point of contact between Capago and visa applicants, ensuring professional and efficient interactions.
• Provide exceptional customer service and support, addressing inquiries, concerns, and requests promptly and effectively.
• Assist applicants in understanding visa application options, requirements, and processes, demonstrating empathy and patience.
• Manage complaints and escalations, ensuring resolution and maintaining the company's brand image.
• Collaborate with internal teams to gather necessary information or resources for resolving customer queries.

📝 Enhancement Note: This role requires strong communication skills, cultural sensitivity, and the ability to work effectively in a fast-paced environment. Fluency in English and Arabic is mandatory, with French being an advantage.

💻 Primary Responsibilities

• Customer Support:

  • Respond promptly and professionally to inbound contacts via chats, emails, and phone calls from standard and platinum customers.
  • Proactively engage with customers to understand their needs and preferences, tailoring recommendations accordingly.
  • Address customer inquiries, concerns, and requests effectively, striving for first-contact resolution.
  • Utilize product knowledge to assist applicants in understanding visa application options, requirements, and processes.
  • Maintain a comprehensive understanding of the company's products, services, pricing, and visa application processes.

• Account Support:

  • Access customer accounts to review application history and perform necessary actions, such as updating information or appointment dates.
  • Demonstrate empathy, patience, and attentiveness in understanding and addressing customer needs.
  • Manage complaints by acknowledging escalated issues promptly and with urgency to reassure customers of the commitment to resolving their concern.
  • Identify opportunities to upsell and promote additional products and services to customers during interactions.
  • Escalate unresolved tickets to the next level of support, taking ownership of the escalated issue and assuming accountability for its resolution.
  • Collaborate with relevant internal teams or departments to gather necessary information or resources for resolving customer queries.

• Outbound Campaigns:

  • Execute outbound campaigns aimed at reaching out to applicants and promoting the company's services.
  • Offer additional services/products to visa applicants.
  • Conduct interviews with individuals contacted to gather comprehensive information and insights.
  • Tailor communication to each applicant's specific needs, inquiries, and concerns effectively, presenting the visa application services as solutions to their challenges and emphasizing the benefits to encourage conversions.

• Brand Image Guarantor:

  • Serve as the guarantor of customer support, ensuring that each interaction is characterized by professionalism, empathy, and effective problem-solving to meet and exceed customer expectations.
  • Respect the objectives determined and communicated in terms of response times.
  • Ensure compliance with all legal, regulatory, and company policies and procedures to maintain the integrity of operations, customer interactions, and protect the company brand.

🎓 Skills & Qualifications

Education:

• Matriculation in a customer service-related field.
• Tertiary qualifications are an added advantage.

Experience:

• Previous customer service experience or in a call center position is preferred.

Required Skills:

• Meticulous, pays attention to detail, and is accurate in work.
• Ability to adapt to changing visa requirements and procedures.
• Proficient computer skills and the ability to work with document management systems and databases.
• Able to work effectively in a fast-paced environment.
• Capable of handling challenging customer interactions with professionalism.

Preferred Skills:

• Strong communication skills.
• Empathy.
• Fluency in English and Arabic (mandatory).
• Fluency in French (a big plus).
• Organization.
• Autonomy.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• A well-structured portfolio showcasing previous customer support or call center experience.
• Examples of successful customer interactions, problem-solving strategies, and complaint resolution.
• Demonstrations of communication skills, empathy, and adaptability in handling challenging customer situations.

Technical Documentation:

• Documented processes for handling customer inquiries, complaints, and escalations.
• Examples of performance metrics and customer satisfaction scores.
• Evidence of continuous learning and professional development in customer support.

💵 Compensation & Benefits

Salary Range:

• The salary range for this position is not specified. However, based on market research for customer support roles in Kuwait, the estimated salary range is KWD 600-800 (USD 2,000-2,600) per month, depending on experience and qualifications.

Benefits:

• Temporary local contract offered, with no freelance contract or expatriation.
• Opportunity to work in a multicultural environment and gain experience in the visa application industry.
• The chance to contribute to the company's growth and expansion in the Middle East region.

Working Hours:

• Full-time position with a standard workweek of 40 hours, Monday to Friday.
• Flexibility in working hours may be required to accommodate outbound campaigns and customer support needs.

📝 Enhancement Note: The salary range provided is an estimate based on market research for customer support roles in Kuwait. Actual salary may vary depending on the company's compensation structure and the candidate's qualifications and experience.

🎯 Team & Company Context

Company Culture:

• Capago is a French provider of outsourcing services for European governments and their diplomatic missions, responsible for financing and managing visa application centers to process Schengen visa applications.
• The company operates in 10 countries and welcomes more than 250,000 visa applicants each year.
• Capago values professionalism, efficiency, and customer focus in its operations and seeks dedicated individuals to join and expand its team.

Team Structure:

• The Operations department is responsible for managing visa application centers and ensuring efficient visa processing.
• The Customer Support team is a critical component of the Operations department, serving as the primary point of contact between Capago and visa applicants.
• The team consists of customer support agents, team leaders, and managers, working collaboratively to deliver exceptional customer service and support.

Development Methodology:

• Capago employs a customer-centric approach to visa application processing, focusing on delivering efficient, professional, and user-friendly services.
• The company utilizes document management systems and databases to streamline visa application processes and improve customer support.
• Capago encourages continuous learning and professional development among its employees to maintain high standards of customer service and support.

Company Website: https://capago.teamtailor.com/

📝 Enhancement Note: Capago's company culture emphasizes professionalism, efficiency, and customer focus. The company values dedicated and customer-focused individuals who can contribute to its growth and expansion in the Middle East region.

🌐 Work Environment

Office Type:

• Capago's office in Kuwait City is a modern and professional workspace designed to facilitate efficient visa application processing and customer support.
• The office is equipped with the latest technology and communication tools to enable seamless interactions with visa applicants and internal teams.

Office Location(s):

• Arraya Centre, Kuwait City, Kuwait
• The office is conveniently located in the heart of Kuwait City, with easy access to public transportation and nearby amenities.

Workspace Context:

• The workspace is designed to promote collaboration and communication among customer support agents, team leaders, and managers.
• Multiple monitors and testing devices are available to ensure efficient customer support and visa application processing.
• The workspace is equipped with comfortable seating and ergonomic workstations to promote employee well-being and productivity.

Work Schedule:

• Full-time position with a standard workweek of 40 hours, Monday to Friday.
• Flexible working hours may be required to accommodate outbound campaigns and customer support needs.
• Overtime may be required during peak visa application periods or to address critical customer support issues.

📝 Enhancement Note: Capago's work environment is designed to facilitate efficient visa application processing and customer support. The company provides a modern and professional workspace equipped with the latest technology and communication tools to enable seamless interactions with visa applicants and internal teams.

📄 Application & Technical Interview Process

Interview Process:

• Step 1: Phone/Video Screening

  • A brief phone or video call to assess communication skills, language proficiency, and cultural fit.
  • Typical duration: 15-30 minutes.

• Step 2: Customer Support Simulation

  • A role-play scenario to evaluate problem-solving skills, empathy, and customer support capabilities.
  • Typical duration: 30-45 minutes.

• Step 3: Face-to-Face Interview

  • An in-person interview to discuss the role, company culture, and career development opportunities.
  • Typical duration: 45-60 minutes.

• Step 4: Final Decision

  • A final decision based on the candidate's performance throughout the interview process.

Portfolio Review Tips:

• Tailor your portfolio to highlight customer support experience, problem-solving strategies, and complaint resolution.
• Include examples of successful customer interactions and demonstrations of communication skills, empathy, and adaptability in handling challenging customer situations.
• Prepare a live demo or presentation showcasing your customer support skills and experience.

Technical Challenge Preparation:

• Familiarize yourself with Capago's visa application processes, products, and services.
• Practice common customer inquiries, concerns, and complaints, and develop effective response strategies.
• Prepare for outbound campaign scenarios, demonstrating your ability to tailor communication to each applicant's specific needs, inquiries, and concerns.

ATS Keywords:

• Customer Support, Visa Application, Visa Processing, Customer Service, Communication Skills, Empathy, Problem Solving, Adaptability, Call Center, Customer Interaction, Complaint Resolution, Outbound Campaigns, Customer Satisfaction, Professionalism, Efficiency, Customer Focus.

📝 Enhancement Note: Capago's interview process is designed to evaluate the candidate's communication skills, customer support capabilities, and cultural fit. The company values dedicated and customer-focused individuals who can contribute to its growth and expansion in the Middle East region.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

• Capago utilizes various customer support tools and platforms to facilitate efficient visa application processing and customer support.
• These tools include document management systems, databases, and communication platforms such as email, chat, and phone systems.
• Familiarity with customer support tools and platforms is essential for this role.

📝 Enhancement Note: Capago's technology stack focuses on customer support tools and platforms to facilitate efficient visa application processing and customer support. Familiarity with these tools is essential for this role.

👥 Team Culture & Values

Customer Support Values:

• Capago values professionalism, efficiency, and customer focus in its customer support operations.
• The company seeks dedicated and customer-focused individuals who can deliver exceptional customer service and support.
• Capago's customer support values include:
  • Professionalism: Maintaining a high standard of customer support, ensuring each interaction is characterized by professionalism, empathy, and effective problem-solving.
  • Efficiency: Respecting the objectives determined and communicated in terms of response times and maintaining the integrity of operations.
  • Customer Focus: Serving as the guarantor of customer support, ensuring that each interaction meets and exceeds customer expectations.

Collaboration Style:

• Capago fosters a collaborative work environment, promoting teamwork and communication among customer support agents, team leaders, and managers.
• The company encourages knowledge sharing, technical mentoring, and continuous learning to maintain high standards of customer service and support.

📝 Enhancement Note: Capago's team culture emphasizes professionalism, efficiency, and customer focus in its customer support operations. The company values dedicated and customer-focused individuals who can deliver exceptional customer service and support.

🛡️‍💻 Challenges & Growth Opportunities

Technical Challenges:

• Handling a high volume of customer inquiries, concerns, and complaints efficiently and effectively.
• Managing escalated issues and ensuring resolution within the required timeframes.
• Adapting to changing visa requirements and procedures, maintaining a comprehensive understanding of the company's products, services, pricing, and visa application processes.
• Identifying opportunities to upsell and promote additional products and services to customers during interactions, contributing to the company's revenue growth.

Learning & Development Opportunities:

• Gaining experience in the visa application industry and customer support field.
• Developing communication skills, empathy, and problem-solving abilities through hands-on experience and continuous learning.
• Expanding knowledge of visa application processes, products, and services, contributing to the company's growth and expansion in the Middle East region.
• Building a professional network within the visa application industry and customer support field.

📝 Enhancement Note: Capago offers various learning and development opportunities for customer support agents to grow professionally and contribute to the company's growth and expansion in the Middle East region.

💡 Interview Preparation

Technical Questions:

• Customer Support Fundamentals:

  • How do you handle challenging customer interactions professionally and effectively?
  • Can you provide an example of a successful customer interaction and the strategies you employed?
  • How do you prioritize and manage multiple customer inquiries, concerns, and complaints efficiently?

• Visa Application Process:

  • Can you explain the visa application process to a customer, highlighting key steps and requirements?
  • How do you assist customers with visa application-related inquiries and concerns?
  • How do you stay updated with changing visa requirements and procedures?

• Customer Support Tools:

  • How do you utilize customer support tools and platforms to facilitate efficient visa application processing and customer support?
  • Can you describe your experience with document management systems, databases, and communication platforms such as email, chat, and phone systems?

Company & Culture Questions:

• What attracts you to the customer support role at Capago, and how do you align with the company's values and culture?
• How do you contribute to Capago's mission of delivering exceptional customer service and support in the visa application industry?
• How do you approach outbound campaigns, and what strategies do you employ to tailor communication to each applicant's specific needs, inquiries, and concerns?

Portfolio Presentation Strategy:

• Tailor your portfolio to highlight customer support experience, problem-solving strategies, and complaint resolution.
• Include examples of successful customer interactions and demonstrations of communication skills, empathy, and adaptability in handling challenging customer situations.
• Prepare a live demo or presentation showcasing your customer support skills and experience, focusing on Capago's visa application processes, products, and services.

📝 Enhancement Note: Capago's interview process is designed to evaluate the candidate's communication skills, customer support capabilities, and cultural fit. The company values dedicated and customer-focused individuals who can contribute to its growth and expansion in the Middle East region.

📌 Application Steps

To apply for the Customer Support Agent position at Capago International:

1. Submit your application through the application link provided.
2. Tailor your resume and portfolio to highlight customer support experience, problem-solving strategies, and complaint resolution.
3. Prepare for the interview process by familiarizing yourself with Capago's visa application processes, products, services, and customer support tools.
4. Research Capago's company culture, mission, and values to demonstrate your alignment with the company's goals and objectives.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Capago International before making application decisions.