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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
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Perform any additional duties assigned, in alignment with the role's scope
- 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
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