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Job Description
Position Overview:
We are seeking a dedicated and detail-oriented Customer Success Specialist to join our dynamic team. As a Customer Success Specialist, you will play a crucial role in handling various operational and customer support-related tasks. Your strong organizational skills, attention to detail, and customer-centric approach will contribute to maintaining our high standards of customer satisfaction and service excellence.
Key Responsibilities:
- Establish clear client retention goals
- Assist customers with setting up and navigating our software
- Promote the value of the product
- Upsell services and products with the brand image
- Promote value through customer experience
- Assist in creating training courses and educational materials
- Review customer complaints and concerns and seek to improve the customer experience
- Provide timely and effective responses to customer inquiries and issues through various channels such as web chat, email, or phone calls.
- Ensure a high level of customer satisfaction by addressing customers' needs professionally and empathetically.
- Develop a deep understanding of the company's services to offer accurate information and guidance to customers.
- Collaborate with cross-functional teams, including technical and operational teams, to resolve complex issues and improve overall customer satisfaction.
- Gather and relay customer feedback and insights to relevant teams, contributing to product improvements and enhancements.
- Identify opportunities to promote additional products or services that align with customers' needs.
Job Requirements
- Fluency in both Arabic and English, with the ability to communicate in both written and spoken forms.
- Graduates only. (F/M)
- A stable internet connection and an available working laptop are a MUST.
- Very good knowledge of technology and use of MS Office & productivity apps.
- Customer Service background is a MUST. Experience in SaaS customer support or web chat customer support is a bonus.
- Ability to communicate effectively and professionally with customers and colleagues.
- Flexibility to work rotational shifts.
- Notice not more than 4 weeks.
- Proven work experience as a Customer Success Specialist or similar role
- Experience working with brand image and promoting value through customer experience
- Exceptional ability to communicate and foster positive business relationships
- Technical skills required, as they relate to the use of the product or service
- Accountability and personal organization are essential
