Customer Support Specialist

Position Overview
The Customer Support Specialist is responsible for delivering exceptional service to customers through prompt, accurate, and helpful responses across various communication channels. This role ensures customer satisfaction by resolving issues, providing product or service information, and maintaining a positive customer experience.

Key Responsibilities

• Respond to customer inquiries via email, phone, live chat, or social media.
• Troubleshoot issues and provide step-by-step guidance or solutions.
• Document customer interactions and maintain accurate records in CRM systems.
• Escalate complex issues to the appropriate internal teams when needed.
• Follow up with customers to ensure their issues are resolved and they are satisfied.
• Maintain up-to-date knowledge of company products, services, and policies.
• Identify recurring customer concerns and suggest improvements to internal processes.
• Meet or exceed performance metrics such as response time, resolution time, and customer satisfaction scores.

Requirements

• Proven experience in customer service or a similar role (preferred).
• Excellent written and verbal communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to multitask and work in a fast-paced environment.
• Proficiency with customer support software (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).
• Patience, empathy, and a customer-first mindset.
• High school diploma required; associate or bachelor’s degree a plus.

Preferred Skills

• Experience supporting SaaS, retail, or technical products (customizable).
• Familiarity with ticketing systems and CRM tools.
• Ability to handle difficult conversations professionally.
• Multilingual skills.

Job Type: Full-time

Pay: AED3,500.00 - AED4,000.00 per month