Customer Support Executive

Viu MENA is looking for a Customer Support Executive to join our team!

If you have experience in the streaming industry , know your way around Zendesk and social media management tools — experience with Braze CRM is a strong plus — we’d love to hear from you!

We’re looking for someone with a positive, energetic attitude and a passion for delivering great customer experiences.

Your Role

• Customer Support: Respond to customer queries promptly and engage with them using social media channels; collaborate across departments and technical team to address customers issues and complaints
• Social Media Monitoring: Monitor customer complaints on social media and provide assistance as needed
• Feedback Sharing: Share relevant customer feedback to contribute to the improvement of our offerings
• Multi-channel Management: Manage customer conversations across social media and all support channels.5. 6. 7. 8. Ensure Seamless Customer Experience: Drive a positive and seamless customer experience to enhance brand sentiment
• Product Knowledge Mastery: Develop an in-depth understanding of our offerings to provide informative support and personalized recommendations to customers
• Collaborative Improvement: Collaborate with customer-success and product teams to contribute to ongoing initiatives aimed at enhancing services and customer satisfaction
• Record Management: Maintain accurate records of customer interactions, documenting steps taken to efficiently resolve issues

To Succeed in this Role

• BSc in Business management, IT, or relevant diploma from a reputable university.
• 2-5 years’ experience in customers-facing roles with a proven track record of delighting customers and exceeding their expectations in a similar customer service/care role. Familiarity with digital native industry is considered a plus.
• Excellent writing and editing skills in Arabic and English.
• Experience using customer service software and remote support tools.
• Excellent communication and problem-solving skills.
• Strong multi-tasking abilities.
• Proficiency in using social media channels as a customer support channel; deep knowledge of social media trends, hashtags.
• Collaborate efficiently with cross-functional teams, particularly the Marketing team.