Customer Support Specialist

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Responsibilities

• Handle customer inquiries accurately and thoroughly across multiple contact channels (inbound, outbound, social media, surveys, and maps)
• Provide helpful and relevant information to ensure a positive customer experience
• Effectively manage customer feedback by tracking complaints and suggestions to drive service improvements
• Demonstrate in-depth knowledge of products or services to confidently address customer queries
• Resolve customer complaints and issues promptly, ensuring customer satisfaction
• Follow up with customers to confirm their issues have been resolved to their satisfaction, fostering trust and loyalty
• Leverage customer service skills to maximize the value of each customer interaction
• Apply all acquired skills from company trainings
• Accurately record and manage customer interactions, accounts, orders, complaints, and related documentation
• Escalate unresolved issues or concerns to the Team Leader for resolution
• Ensure the confidentiality of client and customer data
• Follow company policies and procedures diligently
• Meet communicated targets in areas such as sales, order-taking, lead generation, and appointment setting
• Actively participate in individual and team training or meetings to maintain up-to-date knowledge
• Adhere to the planned work schedule and accommodate business requirements, including flexible locations and working hours
• Perform any additional duties assigned, in alignment with the role's scope

Qualifications

• Bachelor's degree in Business Administration, Marketing, or a related field (preferred)
• Native Arabic speaker with fluent English (written and spoken)
• 2+ years of experience in a customer service or CRM role, including multi-channel communication (inbound, outbound, social media, surveys)
• Proficient in CRM software and customer support tools, with strong computer literacy
• Excellent communication and interpersonal skills, with the ability to manage complaints and feedback constructively
• Strong problem solving abilities and a customer focused approach to ensure satisfaction and build loyalty
• Highly organized with strong attention to detail and accuracy in documenting customer interactions and maintaining records
• Ability to prioritize tasks effectively and meet deadlines in a fast paced environment
• Professional, flexible, and proactive attitude toward work schedules, business needs, and team collaboration
• Commitment to confidentiality and adherence to company policies and procedures
• Willingness to participate in ongoing training and development to maintain up-to-date knowledge

Seniority level

• Associate

Employment type

• Full time

Job function

• Customer Service

Industries

• IT Services and IT Consulting