4 days ago
Full TimeJunior
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Skills Gap Analyzer
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About the company
M3aarf منصة معارف
E-learning
We are looking for a proactive and customer-focused Customer Support Specialist to join our team.
The ideal candidate will be responsible for handling customer inquiries through Live Chat, WhatsApp, and other digital communication channels, ensuring fast response times, accurate solutions, and an excellent customer experience.
This role requires strong written communication skills, problem-solving abilities, and experience using live chat platforms and customer support tools.
Key Responsibilities Respond to customer inquiries through Live Chat, WhatsApp, email, and other digital channels. * Provide timely, professional, and accurate responses to customer questions and concerns. * Troubleshoot customer issues and guide users through appropriate solutions. * Manage multiple customer conversations simultaneously while maintaining service quality. * Handle customer complaints, escalations, and follow-ups effectively. * Use customer support platforms such as LiveChat, Intercom, Zendesk, Freshdesk, Tidio, or similar tools*. * Maintain accurate customer records, conversation histories, and support tickets. * Collaborate with technical, operations, and sales teams to resolve customer issues. * Identify recurring customer problems and suggest improvements to processes and user experience. * Follow established support procedures, response templates, and escalation guidelines. * Monitor customer satisfaction and contribute to improving support performance. * Identify potential sales opportunities and direct interested customers to the appropriate team.
Requirements 1–3 years of experience in customer support, preferably in live chat or digital customer service. * Hands-on experience with LiveChat, Zendesk, Intercom, Freshdesk, WATI, or similar platforms*. * Excellent written communication skills in Arabic. * Good command of written English. * Strong typing skills and the ability to manage multiple conversations simultaneously. * Excellent problem-solving and analytical skills. * Ability to handle difficult customers professionally and calmly. * Strong attention to detail and organizational skills. * Familiarity with CRM systems and ticket management tools. * Ability to work independently and collaborate effectively with different teams. * Customer-first mindset with a focus on efficiency and satisfaction.
Preferred Qualifications
Key Performance Indicators (KPIs) First Response Time (FRT): Speed of initial response to customer inquiries. * Average Resolution Time: Time required to resolve customer issues. * Customer Satisfaction (CSAT): Customer satisfaction with support interactions. * First Contact Resolution (FCR): Percentage of issues resolved during the first interaction. * Chat Quality Score: Accuracy, professionalism, and effectiveness of responses. * Ticket Resolution Rate: Percentage of successfully resolved support requests. * Escalation Rate:* Percentage of conversations requiring additional assistance.