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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
Job Requirements
Required Skills & Qualifications:
- 2+ years of experience in customer support, product management, or a similar role in an e-commerce or tech-focused environment.
- Strong communication skills in English and Arabic, both written and verbal, with the ability to convey complex information simply.
- Excellent problem-solving and troubleshooting skills
- Excellent attention to detail
- Ability to analyze and synthesize customer feedback to identify actionable product improvements.
- Familiarity with e-commerce platforms (i.e. Shopify) and product management tools.
- Experience with customer support metrics and KPIs, such as response time, customer satisfaction, and first-contact resolution.
- Detail-oriented and able to manage multiple tasks simultaneously in a fast-paced environment.
- Bachelor’s degree in business, Marketing, Communications, or a related field (or equivalent experience) is a plus
Work Conditions
- The candidate is expected to work Monday to Friday, from 4 pm to 12:30 am Cairo Time (with 30 minutes of lunch break)
