About the Role

Be the voice of UTUBooking for our most important customers — pilgrims preparing for Hajj and Umrah. You will provide empathetic, knowledgeable support in Arabic, resolving booking issues, answering itinerary questions, and ensuring every traveler feels supported on their spiritual journey.

What You Will Do

• Handle inbound support tickets, live chat, and WhatsApp messages in Arabic and English
• Resolve hotel, flight, and car rental booking issues within SLA targets
• Coordinate with airline and hotel partners to manage cancellations and changes
• Escalate complex Hajj/Umrah regulatory issues to the compliance team
• Document recurring issues and contribute to the FAQ and help center
• Provide feedback to the product team on common pain points

What We Are Looking For

• •Native or near-native Arabic speaker with excellent written Arabic
• •Strong English communication skills
• •2+ years of customer support experience, preferably in travel or e-commerce
• •Empathy and patience when supporting customers through stressful travel situations
• •Comfortable with support tools (Zendesk, Freshdesk, or similar)
• •Availability to cover weekend shifts during Hajj and Umrah peak periods

Nice to Have

• ◦Personal experience with Hajj or Umrah travel logistics
• ◦Familiarity with GCC travel regulations and visa processes
• ◦Experience supporting customers across multiple Gulf dialects