Customer Support Agent - Alexandria

Ibtikar - Alexandria, Egypt

Applicants for
1 open position
Experience Needed:
More than 2 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
Education Level:
Bachelor's Degree at least
Arabic, English
1 open position
About the Job

Main Duties:

  • Resolve users complaints via ticketing system, email, social media, or any defined medium
  • Handle all issues to closure, troubleshoot FCR issues and escalate non-FCR issues to the development or the marketing units
  • Define a closed-loop workflow to report non-FCR issues to the development or the marketing units and follow up on resolution
  • Follow up on users complaints and update them timely
  • Boost engagement, installs, referrals and other favorable results through professional customer service
  • Cancel or upgrade accounts and manage users subscriptions through assisting dashboard(s)
  • Handle payment issues and refunds
  • Orient the users and answer their questions about the game usage/features
  • Manage users' reviews on the stores, social media and other mediums
  • Provide accurate, valid and complete information when responding to users' inquiries
  • Eliminate tickets before they exist by providing educating content to app users
  • Create and update user guides, manuals and FAQs
  • Recognize, document and alert the development unit/marketing unit of trends in customer communications and provide data, insights and statistics about the users, usage behavior, users' satisfaction, etc.
  • Work closely with the marketing manager and the development unit in order to ensure proper customer service is being delivered.
  • Suggest new features/fixations/marketing initiatives in light of the feedback received from game users
  • Compile reports on overall users satisfaction or reported issues
  • Use company’s defined ticketing and support system(s) as instructed
  • Follow the company's communication procedures, guidelines and policies
  • Create and maintain support documentations
  • Available to cover weekends and holidays as our game users are more active during these times. This may include evening or early morning hours monitoring and response.
Job Requirements

Knowledge, Skills & Abilities (Essential):

  • Proven working experience in customer support
  • Excellent writing skills in both Ar & En
  • Excellent communication skills
  • Customer-orientation and ability to adapt/respond to different types of characters
  • Ability to multi-task, prioritise, and manage time effectively
  • Provide information about the app/game
  • Problem analysis and problem-solving skills
  • Attention to detail and accuracy

Knowledge, Skills & Experience (Desirable):

  • Familiarity with several ticketing systems
  • Good knowledge of the Saudi dialect is a super bonus
  • Perfect organizational skills - nothing slips by or falls through the cracks
  • Basic knowledge of Google Spreadsheets, Excel and SQL is a plus.
About this Company

Ibtikar Technologies started by a group of visionaries with the simple mantra; making people lives easier all the time. The years from our creation in 2010 have been a joy ride of a struggle as we made strategic cooperation partnerships in the MENA region and with the likes of... (More)

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