Customer Support Executive.

Overview

Customer Support Executive

Responsibilities

• Customer Support: Respond to customer queries promptly and engage with them using social media channels; collaborate across departments and the technical team to address customer 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; ensure a seamless customer experience
• 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

Qualifications / To Succeed in this Role

• BSc in Business Management, IT, or relevant diploma from a reputable university
• 2-5 years' experience in customer-facing roles with a proven track record of delighting customers and exceeding their expectations in a similar customer service / care role. Familiarity with the 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