Customer Support Representative

At the heart of our customer-centric approach lies the role of a skilled Customer Support Representative. Your primary responsibility will be to manage incoming calls, addressing customer inquiries with accuracy and providing relevant information regarding products and services.

A key aspect of this position is issue resolution – identifying and resolving customer complaints efficiently while maintaining a positive customer experience. Effective communication, active listening, and empathy are essential in de-escalating conflicts and ensuring customer satisfaction.

Data entry and documentation are also crucial components of this role. You will be responsible for recording and documenting interactions accurately in our customer relationship management (CRM) system for follow-up and quality assurance purposes.

Maintaining up-to-date knowledge of product offerings, policies, and procedures is vital in providing accurate and relevant support to customers. This includes staying informed about new products, features, and services, as well as understanding industry trends and developments.

Collaboration and teamwork are also essential skills for success in this role. You will work closely with team members and other departments to ensure seamless service delivery and escalate issues as needed to ensure customer satisfaction.

To measure your performance, we track various metrics, including daily, weekly, and monthly targets related to calls handled, customer satisfaction, and first call resolution rates. Meeting or exceeding these goals demonstrates your ability to adapt to changing circumstances and prioritize tasks effectively.

The ideal candidate will possess a high school diploma or equivalent, with a degree in a related field considered an asset. Prior experience in a customer service or call center role is preferred, but not required. Strong communication skills, both verbal and written, are essential, as is the ability to handle stressful situations and manage customer expectations effectively.

We value candidates with proficiency in using computer systems and CRM software. Fluency in Arabic is preferred, but knowledge of English is highly advantageous.

• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment
• High level of organization and time management
• Proficiency in CRM software