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Job Description
job Description
- Handle platform customers questions, inquiries and issues with the highest level of professionalism
- Use different issue management systems to communicate externally with users and internally with almentor.net teams
- Interact with end-users and stakeholders to resolve user issues and identify customers trends to Technology and Marketing teams
- Generate all KPIs related to customer support functions
- Collect, record, and analyze data from a variety of sources to construct meaningful statistics to inform and guide product and marketing teams
- Maintain and update product FAQ pages to inform customers about service
- Develop infographics to improve customer experience and to inform users about capabilities/limitations and feature updates/changes
- Participate in the execution of online marketing campaigns
- Identify opportunities to turn dissatisfied customers into company promoters
Job Requirements
Requirements
- Bachelor Degree
- High competency in issue tracking and customer experience software
- Excellent knowledge of Microsoft Office applications
- Fluent in Arabic and English
- At least 45 WPM typing speed for English and Arabic
- Be willing and able to learn about unfamiliar software and systems
- Preferably a work history in digital learning and B2C platforms
- Excellent interpersonal and communication skills / remote and face to face
- Keen to consistently deliver an exceptional customer experience
- Ability to generate insights about customer experience based on statistical analysis / recommend actions with different stakeholders