Customer Support Representative

Responsibilities

The role's responsibilities listed below are focused on day-to-day operations but are not limited to:

• Respond to customers’ inquiries via support channels promptly and professionally.
• Show empathy and patience when dealing with customers’ inquiries with strong problem-solving skills.
• Identify and assess customers’ needs and provide appropriate solutions and alternatives when necessary to achieve positive customer satisfaction.

• Supporting front line representatives and providing timely feedback for a seamless customer experience.

• Keep accurate records of customer interactions, transactions, comments, and complaints.
• Collaborate with other departments to ensure timely resolution of customer issues.
• Follow up with internal and external teams to ensure the inquiries, complaints, and escalations are resolved to customers’ satisfaction.
• Provide product and service information to customers, guiding them through features and functionalities.
• Handle customer complaints, provide appropriate solutions, and escalate issues if needed.
• Stay up-to-date with product knowledge and company policies to provide accurate information to customers.
• Assist in maintaining a positive and professional company image through interactions with customers.

Requirements

The role's requirements listed below are the basic ones needed to operate on a day-to-day basis:

• 2+ years of experience in customer service or a related role (preferred to be as an SME “Subject Matter Expert” or escalations support).
• Flexibility to work in shifts, weekends and on public holidays.
• Bachelor's degree is required.
• Experience using SalesForce and other CRM systems.
• Excellent communication skills, both verbal and written.
• Native or advanced speaking and writing Arabic are a must.