Customer Support Executive

Job description / Role

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.

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/care role.
• Familiarity with digital native industry is considered a plus.

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Skills and competencies:

• 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.

Job Function: Customer Service

Company Industry: Charity / Non-profit / NGO