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Senior Customer Support Agent (Email & Live Chat) - Call Center Industry

Air Arabia
Mohandessin, Giza
Posted 11 months ago
1,550Applicants for1 open position
  • 161Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

Experience Needed:
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Job Description

  • Respond to customer queries in a timely and accurate way, via phone, email or chat
  • Identify customer needs and help customers use specific features
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Update our internal databases with information about technical issues and useful discussions with customers
  • Monitor customer complaints on social media and reach out to provide assistance
  • Share feature requests and effective workarounds with team members
  • Inform customers about new features and functionalities
  • Follow up with customers to ensure their technical issues are resolved
  • Gather customer feedback and share with our Product, Sales and Marketing teams
  • Assist in training junior Customer Support Representatives
  • Manage team of customer support

Job Requirements

  • Minimum 3-5 years' experience in a call center environment.
  • Minimum 2 years of experience as a senior position
  • Excellent in Arabic and English written and spoken
  • Bachelor’s Degree.
  • Capable of identifying problems and immediately reacting to situations of the different nature such as angry customers, complaints and special requests
  • Capable of understanding customers’ problems and direct them in the right channel.
  • Experience in Travel Agency is plus

The benefits we offer you:

  • Very attractive package
  • Overnight allowance
  • Fully-paid training
  • High chance to get promoted as you'll be joining our very first waves

Work hours:

  • Rotational shifts, rotational days off
  • 9 working hours including a 1-hour break

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