Customer Support Executive
Job description / Role
Employment: Full Time
Your role
Customer support: Respond to customer queries promptly and engage with them using social media channels. Collaborate across departments and technical team to address customers' issues and complaints.
Social media monitoring: Monitor customer complaints on social media and provide assistance as needed.Feedback sharing: Share relevant customer feedback to contribute to the improvement of our offerings.
Multi-channel management: Manage customer conversations across social media and all support channels.
Ensure seamless customer experience: Drive a positive and seamless customer experience to enhance brand sentiment.
Product knowledge mastery: Develop an in-depth understanding of our offerings to provide informative support and personalized recommendations to customers.
Collaborative improvement: Collaborate with customer success and product teams to contribute to ongoing initiatives aimed at enhancing services and customer satisfaction.
Record management: Maintain accurate records of customer interactions, documenting steps taken to efficiently resolve issues.
To succeed in this role
Qualifications and experience:
- BSc in Business Management, IT, or relevant diploma from a reputable university.
- 2-5 years experience in customer-facing roles with a proven track record of delighting customers and exceeding their expectations in a similar customer service or care role.
- Familiarity with digital native industry is considered a plus.
Skills:
- Excellent writing and editing skills in Arabic and English.
- Experience using customer service software and remote support tools.
- Excellent communication and problem-solving skills.
- Strong multi-tasking abilities.
- Proficiency in using social media channels as a customer support channel; deep knowledge of social media trends and hashtags.
- Ability to collaborate efficiently with cross-functional teams, particularly the marketing team.
Company Industry: Charity / Non-profit / NGO
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