Customer Support Executive

<h4>Your role</h4> <p><strong>Customer support:</strong> 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.</p> <p><strong>Social media monitoring:</strong> Monitor customer complaints on social media and provide assistance as needed.</p> <p><strong>Feedback sharing:</strong> Share relevant customer feedback to contribute to the improvement of our offerings.</p> <p><strong>Multi-channel management:</strong> Manage customer conversations across social media and all support channels.</p> <p><strong>Ensure seamless customer experience:</strong> Drive a positive and seamless customer experience to enhance brand sentiment.</p> <p><strong>Product knowledge mastery:</strong> Develop an in-depth understanding of our offerings to provide informative support and personalized recommendations to customers.</p> <p><strong>Collaborative improvement:</strong> Collaborate with customer success and product teams to contribute to ongoing initiatives aimed at enhancing services and customer satisfaction.</p> <p><strong>Record management:</strong> Maintain accurate records of customer interactions, documenting steps taken to efficiently resolve issues.</p> <h4>To succeed in this role</h4> <p><strong>Qualifications and experience:</strong></p> <ul> <li>BSc in Business Management, IT, or relevant diploma from a reputable university.</li> <li>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.</li> <li>Familiarity with digital native industry is considered a plus.</li> </ul> <p><strong>Skills:</strong></p> <ul> <li>Excellent writing and editing skills in Arabic and English.</li> <li>Experience using customer service software and remote support tools.</li> <li>Excellent communication and problem-solving skills.</li> <li>Strong multi-tasking abilities.</li> <li>Proficiency in using social media channels as a customer support channel; deep knowledge of social media trends and hashtags.</li> <li>Ability to collaborate efficiently with cross-functional teams, particularly the marketing team.</li> </ul>

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