Customer Support Specialist

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

Requirements

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