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Job Description
This is a fully-remote shift-based full-time position.
- Use problem solving skills, in conjunction with tools and resources, to resolve non-standard and/or escalated issues
- Answer questions independent of decision-support tools; including handling escalated calls from other customer support associates
- Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
- Interact with customers in a courteous, friendly, and professional manner using agreed upon procedures
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
- Clarify customer requirements; probe for understanding
- Solve problems or offer solutions that are generally unstructured and require extensive clarification
- Maintain in-depth knowledge of company products and/or services
- Participate in activities designed to improve customer satisfaction and business performance
Job Requirements
- Excellent communication skills
- Minimum of 1 previous experience in a customer support role
- Proficient in Arabic and English
- Self-motivated individual who works well in a team environment.
- Ability to keep cool during tense customer interactions
- Ability to multitask, set priorities, and manage time effectively
- Sales-oriented individual
- PLUS: Experience with Instagram, Google Sheets, and Shopify