Customer Support Specialist

Egypt Full time Customer Success In-office

We are looking to hire a 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.

Responsibilities

  • Resolving product or service problems by clarifying customer complaints, determining the causes of problems, selecting, and explaining the best solutions, expediting corrections or adjustments, and following up to ensure resolutions are found 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.

  • Analysing and reporting product malfunctions (e.g., by testing different scenarios or impersonating users to prepare product reports) and ensuring customer satisfaction.

  • 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 workarounds 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

  • 0 to 1 year of relevant experience in a relevant position

  • Bachelor’s degree in business or any relevant disciplines

  • Proficiency in Microsoft program

  • Proficient in Arabic

  • Very good command of both written and spoken English

Behavioural Competencies

  • Customer service oriented

  • 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

  • Business writing skills

  • Excellent interpersonal skills

  • Very good negotiation, collaboration, and persuasion skills.

  • Accuracy and attention to detail.