Customer Support Agent

About Dieture:

Dieture is a Qatari startup leading the country's healthy food subscription industry, playing a crucial role in the country's wellness movement. We seamlessly integrate technology with every aspect of wellness. Our innovative platform goes beyond meal prep, offering a comprehensive approach to a healthier lifestyle. With AI-driven predictive supplements, personalized health tracking, and a wide range of meal plans, we empower customers to take control of their well-being. Our user-friendly mobile app allows customers to manage subscriptions, tailor their meals, track health metrics, and access supplements designed to meet their unique needs. By prioritizing efficiency and holistic health solutions, we're redefining the future of health in Qatar.

Role Overview:

As a Customer Support Agent, you will be the front line for handling customer inquiries, resolving issues, and ensuring that every customer has a positive experience with our products and services. You will work directly with customers via phone, email, chat, and social media to address their concerns and provide timely solutions.

Key Responsibilities:

• Customer Support: Respond to customer inquiries via multiple channels (phone, email, live chat, social media) in a professional and timely manner.
• Issue Resolution: Troubleshoot and resolve customer issues by diagnosing problems, offering solutions, and ensuring customer satisfaction.
• Product Knowledge: Develop and maintain a deep understanding of the company’s products and services to provide accurate, effective support.
• Customer Education: Assist customers in understanding how to use products/services, providing guidance and tips as needed.
• Documentation: Maintain detailed records of customer interactions, issues, and resolutions in the company’s CRM system.
• Escalation Management: Identify and escalate complex or unresolved issues to CS Manager or relevant departments.
• Customer Feedback: Collect feedback from customers and suggest process improvements based on customer insights.
• Collaboration: Work with internal teams (sales, technical, etc.) to ensure smooth customer experience and resolve recurring issues.

Education & Experience:

• Bachelor’s degree in Business or a related field (preferred).
• Prior experience in a customer support or service role (3-5 years preferred).
• Experience in F&B industry is preferred.

Skills:

• Excellent verbal and written communication skills, with the ability to communicate clearly and professionally.
• Strong problem-solving abilities and the ability to think critically under pressure.
• Technical Proficiency in using CRM software and basic office applications.
• Fluency in Arabic and English language.
• Multi-tasking ability to manage multiple customer inquiries and tasks simultaneously while maintaining attention to detail.
• Passion for delivering exceptional customer service and helping others.
• Experienced in handling customer interactions via phone calls and chat support.

Personal Attributes:

• Empathy: Ability to understand and relate to customer concerns and needs, offering thoughtful solutions and demonstrating genuine care.
• Patience: Ability to remain calm and composed, even during challenging interactions with upset customers.
• Adaptability: Ability to quickly adjust to new products, services, or changes in customer expectations while maintaining a positive attitude.
• Attention to Detail: A keen eye for detail when entering information into systems or handling customer issues to ensure accuracy and completeness.
• Team Player: Strong collaborative spirit and willingness to assist colleagues and work toward common team goals.
• Self-Motivated: Proactive in finding solutions and taking initiative in managing workload, with the ability to work independently.
• Positive Attitude: A friendly, approachable demeanor that creates a welcoming environment for customers and teammates alike.
• Resilience: Ability to handle constructive criticism and use it as an opportunity for personal and professional growth.

What Success Looks Like:

Success in this role will be measured by your ability to effectively engage with customers, resolve issues in a timely manner, and maintain high levels of customer satisfaction. You will know you're succeeding when:

Customer Satisfaction:

• Consistently receiving positive feedback from customers, ensuring they feel valued, heard, and satisfied with the solutions provided.
• High customer retention rates due to excellent support and relationship-building.

Efficiency in Handling Inquiries:

• Maintaining quick response times and high-resolution rates with minimal back-and-forth or escalations.
• Effectively managing a high volume of inquiries while maintaining a positive customer experience.

Problem-Solving and Resolution:

• Successfully resolving customer issues and providing clear solutions that meet their needs, resulting in fewer follow-up issues or repeat inquiries.
• Effectively addressing recurring problems and identifying opportunities to prevent future issues.

Collaboration and Communication:

• Seamlessly collaborating with internal teams to share valuable insights and ensure smooth resolutions to customer challenges.
• Maintaining clear, professional, and transparent communication with both customers and colleagues.

Product Knowledge Mastery:

• Demonstrating strong product knowledge during customer interactions and consistently using this knowledge to provide accurate support.
• Actively contributing to knowledge-sharing efforts, ensuring updated information is available for both customers and team members.

Achievement of Key Performance Metrics:

• Meeting or exceeding performance metrics such as average response time, customer satisfaction (CSAT) scores, first-contact resolution rate, and ticket resolution time.

What we offer:

• Competitive Package.
• Opportunities for professional growth and career advancement.
• A supportive, collaborative, and inclusive team environment.
• Access to product training, and industry insights.

Job Types: Full-time, Permanent