Customer Support Executive (Arabic Speaker)

About the Job:

A person holding this position will be reporting to the Assistant Manager Operations and will be responsible for managing and resolving customer queries and complaints, ensuring proactive follow-up, and multi-departmental coordination with all internal and external stakeholders. The primary objective is to deliver exceptional quality of services, striving consistently towards achieving high Net Promoter Scores (NPS) and meeting defined Service Level Agreements (SLAs).

Job Description:

• Execute day-to-day operational activities, ensuring adherence to established processes, procedures, and quality standards.
• Handle inbound customer calls, emails, and messages (via various channels) efficiently, ensuring a high rate of first contact resolution.
• Manage and resolve customer complaints effectively, coordinating with multiple internal and external stakeholders to find timely and satisfactory resolutions.
• Collect and analyze information and complaints data to identify trends, patterns, and areas for improvement.
• Responsible for strong follow-up and coordination with all stakeholders.
• Maintain confidentiality and ensure sensitive information is appropriately protected.
• Foster healthy relationships with external partners, vendors, or customers to ensure outstanding customer experience.
• Edit and proofread documents to ensure accuracy, consistency, and adherence to established guidelines and standards.

Collaborate with the internal & external stakeholders to obtain necessary information to ensure the accuracy of the documentation.

Qualifications:

• Preferably Bachelor's degree in Business Administration, Operations Management, or a related field. Individuals pursuing Bachelors degree may also be considered.
• Strong organizational, and time-management skills, and demonstrated ability to drive process improvement initiatives.
• Strong analytical & reporting skills are a must-have skill for this position hence good experience in Microsoft Excel and power point is required.
• Overall required 2 years of professional experience of working in a reputable organization or in a similar role.
• Hands-on experience with Zendesk or a similar customer service platform is a plus.