Urwah Admin

CEQUENS

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 CEQUENS is a global, AI powered customer engagement solutions provider that simplifies customer engagement for businesses through its innovative, reliable, and secure communication solutions. Established in 2011, CEQUENS offers a comprehensive suite of APIs, including SMS, WhatsApp for Business, Voice, Push Notifications, and more, enabling seamless and personalized interactions across multiple channels.
 
 
 Our partner network covers MEA region with international access to messaging hubs worldwide and our clients include major banks, credit cards, digital payments, OTT applications, government authorities, health and education, and other industry verticals.
 
 
 If you have the passion for success and are ready to constantly challenge yourself within a collaborative team-environment join our team
 
 
 
 Key Roles and Responsibilities:
 
 
 
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 Acted as the first point of contact for CEQUENS customers across multiple channels (phone, email, live chat, and ticketing)
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 Provided first-line support by addressing service inquiries, troubleshooting issues, and guiding customers on product usage (SMS, WhatsApp, Voice, CPaaS platform)
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 Ensured accurate logging, classification, and escalation of tickets in Freshdesk, following CEQUENS' SLAs and escalation matrix
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 Collaborated with internal teams (Technical Support, Product, Billing, and Operations) to resolve complex cases while maintaining ownership and accountability at the first line
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 Delivered a high standard of customer service by proactively following up on open cases, ensuring timely resolutions, and driving customer satisfaction
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 Maintained strong communication with customers during peak periods and on-call coverage, balancing responsiveness and quality
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 Contributed to the knowledge base by documenting recurring issues, FAQs, and resolutions to support self-service and improve team efficiency
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 Participated in ongoing training and product enablement to stay current with CEQUENS' portfolio, policies, and best practices in customer support
 
 
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 Requirements
 
 
 
 
 Required Skills and Experience:
 
 
 
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 0 to 2 years' experience B2B customer facing role, ideally in a Tech/Telecoms business
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 Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers
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 Strong problem-solving and analytical skills, with the ability to identify and solve customer issues efficiently
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 Proactive and organized, with the ability to manage multiple tasks and prioritize effectively
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 Strong written and verbal communication skills, with the ability to document issues and communicate solutions clearly
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 Experience with customer relationship management (CRM) systems and data analysis tools is a plus
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 Experience &amp; background on CPAAS platforms is a plus
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 Passion for learning and a desire to continuously improve customer experience
 
 
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 Education
 
 
 
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 Bachelor's degree in a relevant field (e.g., Business, Communication, Technology) or equivalent experience
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 </ul>
</div>

Junior Customer Support Advisor

<div>
 CEQUENS is a leading cloud communication platform in the Middle East and Africa region and is dedicated to simplifying communications and building bridges to allow businesses to communicate with their customers, no matter where they are. The company provides Omni-Channel communication API's enabling enterprises and developers to communicate with their
 
 
 Our partner network covers MEA region with international access to messaging hubs worldwide and our clients include major banks, credit cards, digital payments, OTT applications, government authorities, health and education, and other industry verticals.
 
 
 If you have the passion for success and are ready to constantly challenge yourself within a collaborative team-environment join our team.
 
 
 The Associate Business Development Managerat CEQUENS is a crucial role within the Enterprise Sales department winning new business and expanding relationships with existing clients to maximize sales opportunities and ensure customer satisfaction. This position involves hunting, cold calling and using your networks to win new clients. It is also managing and retaining clients, understanding their needs, and ensuring the delivery of exceptional service. The Account Manager works closely with clients to understand their business objectives and align CEQUENS' CPaaS and SaaS solutions accordingly, ensuring a partnership that supports and enhances the clients' strategic goals.
 
 
 
 Main Areas of Responsibility
 
 
 
 
 Sales and Revenue Targets
 
 
 
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 Achieve new client sales targets and objectives within assigned client accounts
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 Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics
 
 
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 Contract Management and Negotiation
 
 
 
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 Negotiate contracts and close agreements, securing optimal terms that benefit both the client and CEQUENS
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 Ensure timely and successful delivery of solutions according to customer needs and objectives, coordinating with other teams as needed
 
 
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 Client Relationship Management
 
 
 
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 Maintain and enhance relationships with existing clients by providing exceptional service and understanding their business needs and challenges
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 Act as the primary point of contact for all matters specific to assigned clients, resolving issues and ensuring satisfaction
 
 
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 Account Retention and Expansion
 
 
 
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 Monitor and analyse customers' usage of our product to identify opportunities for deeper engagement and upselling
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 Develop strategies to retain existing client relationships and increase revenue through cross-selling and upselling activities
 
 
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 Feedback and Market Insights
 
 
 
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 Gather client feedback to improve ongoing customer service and product development
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 Keep abreast of industry trends and provide feedback from the market to company leadership
 
 
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 Requirements
 
 
 
 
 Experience
 
 
 
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 1-3 years of proven new business development experience within an SaaS/CPaaS or telecommunications sector
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 Must have strong experience of the KSA market place
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 Must have new business development experience winning Enterprise level or Corporate clients (not SME's)
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 Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of an organization
 
 
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 Skills
 
 
 
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 Strong interpersonal skills with an aptitude for building strong client relationships
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 Excellent listening, negotiation, and presentation abilities
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 Strong verbal and written communication skills
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 High level of professionalism and ethical conduct
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 Proficient in CRM software and Microsoft Office Suite; experience with Salesforce is a plus
 
 
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 </ul>
 
 Education
 
 
 
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 Bachelor's degree in Business Administration, Marketing, Communications, or a related field
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 </ul>
</div>

Associate Business Development Manager (SaaS/CPaaS)

Join CEQUENS and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

CEQUENS

ABOUT_COMPANY

Junior Customer Support Advisor

Associate Business Development Manager (SaaS/CPaaS)