Position Overview
We are seeking a customer-focused and proactive Customer Support Agent to deliver high-quality support through various communication channels. In this role, you will be responsible for assisting customers, resolving inquiries and technical issues, outbound calls to customers and ensuring a positive customer experience by meeting established service standards and performance targets.
Key Responsibilities
- Respond to customer inquiries through live chat and email in a timely and professional manner while adhering to established Service Level Agreements (SLAs).
- Resolve customer questions, concerns, and complaints efficiently to ensure a positive customer experience.
- Troubleshoot basic technical issues and escalate complex cases to the appropriate teams when necessary.
- Maintain accurate records of customer interactions and follow up on outstanding cases as required.
- Meet or exceed key performance indicators (KPIs), including Customer Satisfaction (CSAT), response time, and resolution time targets.
- Collaborate with internal teams to ensure prompt issue resolution and continuous service improvement.
- Stay up to date with company products, services, processes, and policies to provide accurate information to customers.
- Handle outbound calls to customers for follow-ups, issue resolution, feedback collection, and service-related updates.
Qualifications
- 1-3 years of experience in customer service, customer support, or a related field.
- Excellent written and verbal communication skills in English and Arabic; French is a plus
- Strong problem-solving and analytical skills with a customer-first mindset.
- Ability to manage multiple customer interactions while maintaining accuracy and attention to detail.
- Experience using CRM or customer support platforms is preferred; exposure to Zendesk is a plus.
- Strong organizational and time management skills.
- Strong verbal communication skills, confidence, and professionalism over the phone.
- Ability to work effectively in a fast-paced, team-oriented environment.
