Customer Support Specialist

About almentor: We are the leading Video-Learning Platform in Arabic! Established in 2016, we produced over 1000 online courses for individuals, corporations, and government entities across Egypt and the Gulf. Our platform is a hub of knowledge, fostering lifelong learning and growth for individuals around the globe. We are a purpose-driven team. Our most important asset is an intellectual team that can innovate and execute. It’s what moves us forward!Our Mission: ???? almentor is on a mission to increase accessibility to affordable quality education for Arabic-speaking communities and a Goal to serve 10 million learners in MENA.Job BriefWe're looking for an enthusiastic Customer Support Specialist who will ensure the highest standard of customer service is provided to customers, provide them with details on courses, technical support and actively up-sell related courses. He/She will act as an educational consultant, understand learner goals and actively enhance almentor revenue earnings by upselling almentor related courses.As the Customer Support Specialist, you will:Handle the customers’ requests, and complaints in a form of ticket.Deliver the highest level of customer service to customers through effective troubleshooting and technical support.Support customers via different channels.Gather customer’s feedback on a weekly/monthly report.Follow up on all pending cases daily ensuring that the best customers’ experience is provided consistently.Escalating complaints, technical, marketing, sales, and partnership related cases to concerned departments.Support with outbound calls if needed. Working hours: 9 hours rotational shift-based roster with 2 days off and 1-hour break with – including covering during off days/public holidays as needed and based on the operational requirements.Ideal candidate will have: 1+ years of customer support, help desk, technical support, contact center or social media support experience.Passion for customer support and deep interest in Education industry.Problem solving expertise.Excellent communication skills (verbal, written, and presentation).Knowledge of Zendesk, and other CRM tools is a plus.Previous experience in selling e-learning/education courses is a plus.Why join us?Competitive salary packagesPersonal development plan including free courses.A great opportunity to learn from the market leading e-learning platform in the region.Family Medical insurance