Customer Services Specialists
DotsHub -
New Cairo, Cairo
Job Details
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Job Description
We’re on the lookout for talented Customer Services Specialists to join our fast-growing team. Whether your passion lies in onboarding, support, training, or customer success, this role offers a dynamic opportunity to make a real impact across the entire customer journey.
What You’ll Be Doing
You’ll be involved in one or more of the following areas:
???? Customer Onboarding & Implementation
- Guide new customers through setup, configuration, and data migration.
- Customize features, permissions, and workflows to fit business needs.
- Collaborate with internal teams to deliver a smooth onboarding experience.
- Perform UAT (User Acceptance Testing) for new features before release.
???? Support & Technical Assistance
- Respond to inquiries via email, phone, live chat, or ticketing systems.
- Troubleshoot technical issues (Tier 1 & Tier 2 levels) and escalate when needed.
- Track tickets and ensure timely resolutions in line with SLAs.
???? Training & Education
- Deliver live or virtual training sessions to help clients use the platform effectively.
- Develop onboarding and certification programs tailored to client goals.
- Create educational content: tutorials, videos, user guides, and webinars.
- Monitor engagement and feedback to optimize learning experiences.
???? Customer Success & Retention
- Build strong relationships through regular check-ins and business reviews.
- Analyze product usage data to recommend adoption strategies and drive ROI.
- Identify churn risks early and work with internal teams to ensure retention.
- Support upselling, renewals, and customer advocacy programs.
Bonus Points - Experience leading onboarding or implementation projects.
- Background in product testing or QA (User Acceptance Testing).
- Comfortable delivering product demos or hosting webinars.
- Willingness to work in shifts or support customers globally, if needed.
Why Join Us? - Work with passionate teams on impactful SaaS solutions.
- Gain exposure to multiple facets of the customer journey.
- Grow your skills in a supportive, dynamic environment.
- Flexible working options, ongoing training & career growth.
Job Requirements
What We’re Looking For
- 2–4+ years in a Customer Service/Success, Implementation, Training, or Support role.
- Experience in SaaS, CRM platforms, or real estate technology is a strong plus.
- Strong problem-solving skills and attention to detail.
- Excellent communication (written & verbal) and interpersonal skills.
- Familiarity with ticketing/helpdesk systems (e.g., Jira, Zendesk).
- Proficient in Microsoft Excel and comfortable with APIs/integrations.
- Ability to multitask in a fast-paced, customer-focused environment.
- A proactive mindset and passion for delivering excellent service.
