Customer Support Specialist

Key Responsibilities

• Customer Support: Manage inbound and outbound calls as well as digital communications (chat, email, and support tickets), providing customers with timely, accurate, and professional assistance regarding products, services, and account information.

• Issue Resolution & Escalation Management: Investigate and resolve customer complaints effectively, employing de-escalation techniques and demonstrating empathy to ensure positive outcomes while upholding company standards.

• CRM Documentation: Accurately record, update, and maintain comprehensive customer interaction logs within the CRM system, ensuring data integrity and supporting continuity of service.

• Performance & Quality Standards: Consistently meet or exceed established Key Performance Indicators (KPIs), including Average Handling Time (AHT), Customer Satisfaction (CSAT) scores, Quality Assurance (QA) metrics, schedule conformance, and utilization targets.

• Product & Service Knowledge: Develop and maintain thorough knowledge of the products and the services to deliver relevant, solution-oriented guidance and proactively educate customers on available self-service channels.

• Cross-Functional Collaboration: Liaise with internal teams such as technical support, billing, and operations to facilitate prompt resolution of complex customer issues and ensure seamless customer experience.

• Compliance & Adherence: Always adhere to all company policies, regulatory requirements, data privacy standards, and call center procedures.

Required Skills & Qualifications

• Bilingual Communication: Exceptional verbal and written communication skills in both Arabic and English, with a professional, clear, and engaging telephone manner.

• Technical Proficiency: Hands-on experience with CRM platforms, Microsoft Office, ticketing systems, and digital communication tools such as live chat software.

• Interpersonal & Soft Skills: Demonstrated ability in active listening, empathy, patience, and conflict resolution, with a strong customer-first orientation.

• Multitasking & System Navigation: Proven ability to simultaneously manage multiple applications and systems for retrieving customer information, processing transactions, and logging CRM updates in real time.

• Flexibility & Adaptability: Willingness to work on a rotational shift schedule, including weekends and public holidays, in alignment with operational business needs.

• Education & Experience: A minimum of a high school diploma or equivalent is required; a bachelor’s degree is preferred. Prior experience in a customer service or contact center environment is essential. Prior exposure to GCC markets or customer bases is highly advantageous.

• Attention to Detail: Ability to accurately capture and document customer information, follow established procedures, and maintain high-quality standards under pressure