Senior Customer Support Specialist

Egypt Full time Customer Success In-office

We are looking to hire a Senior Customer Support Specialist to join us in our mission to educate the world. The successful candidate shall be responsible for ensuring excellent service standards, responding to all the customers’ inquiries through calls, chats, and emails, using questioning, troubleshooting, and listening skills that support effective communication and help in handling customer complaints to ensure achieving customer satisfaction.

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Responsibilities

  • Responding to and resolving customers’ queries in a timely and accurate manner, via calls, emails, or chat to reach the agreed SLA
  • Identifying customer needs and helping our customers in using specific features to increase usage
  • Analyzing and reporting product malfunctions (e.g., by testing different scenarios or impersonating users to prepare product reports)
  • Keeping our database updated with all the client’s updates, technical issues, and any discussions made with the customers for data gathering and analysis
  • Sharing feature requests received from our customers and effective work-arounds with team members to ensure that our product meets all customer needs sufficiently
  • Informing customers of new features and functionalities to ensure a successful customer experience and encouraging growth
  • Following up with customers to ensure that their technical issues are resolved

Qualifications & Work Experience

  • Bachelor's degree in any relevant field
  • 1+ years of relevant experience in the customer service field
  • Proficiency in both English and Arabic
  • Good understanding and high efficiency in listening to customers
  • Knowledge of troubleshooting techniques and work-arounds 
  • Proficiency in MS Office, especially PowerPoint

Behavioural Competencies

  • Excellent organizational skills
  • Very good problem-solving and decision-making skills
  • Good listener and effective communicator
  • Ability to multitask and prioritize and manage time effectively
  • Exceptional verbal and written communication skills
  • Excellent interpersonal skills
  • Ability to work in a team
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