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Helpdesk Executive

Souq.com, An Amazon Company
Dubai, United Arab Emirates
Posted 4 years ago
114People have clicked1 open position
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Job Details

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Job Description

Responsibilities include:

  • Providing timely, accurate and professional answers to merchants according to process defined SLAs and KPIs.
  • Ability to perform analytical deep dives
  • Consistently demonstrating clear and polite written and verbal communication skills alongside being comfortable in a merchant-facing technical role requiring solid technical capability.
  • Thoroughly investigating merchant’s issues, interacting with internal teams, as well as external 3rd parties and escalating the cases appropriately as and when needed.
  • Actively seeking solutions to merchant needs, communicating trends to management, and suggesting innovative solutions on behalf of the merchant
  • Demonstrating appropriate sense of urgency for response time and service levels.
  • Creating and maintaining FAQ documents as needed.
  • Identifying, troubleshooting, and resolving merchant facing issues, document problems and solutions.
  • Participating in workgroups, voice of the customer and continuous improvement projects.
  • Providing merchant service through phone, e-mail and/or face-to-face meetings
  • Tracking outbound and inbound communication (phone, email and chat support).
  • Performing analytical deep dives to develop interpretive insights, the right metrics and dashboards/visualizations

Job Requirements

BASIC QUALIFICATIONS

  • Bachelor's degree in commerce, communication or relevant fields
  • Excellent customer focus
  • Excellent verbal and written communication skills
  • Advanced MS office suite (.xls, .doc, .ppt)
  • 2+ years of experience in internet, payments, data analysis or IT support
  • Critical thinker, self-motivated
  • Very good analytical skills and problem solving
  • Must be detail oriented and work well independently
  • Bachelor's degree in commerce, communication or relevant fields

PREFERRED QUALIFICATIONS

  • Arabic speaking, reading and writing

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