Overview
The Email/Chat Support role is crucial to our organization as it directly interacts with our customers, providing them with efficient and effective support in both Arabic and English. The role plays a vital part in maintaining customer satisfaction and retention through prompt and accurate communication.
Key Responsibilities
- Responding to customer inquiries via email and chat in a timely and professional manner
- Resolving customer issues and providing appropriate solutions
- Assessing and prioritizing customer needs effectively
- Ensuring accurate and detailed documentation of customer interactions
- Collaborating with other departments to address customer concerns
- Adhering to company policies and procedures
- Managing multiple tasks while maintaining a high level of customer service
- Identifying and escalating priority issues
- Adapting to new tools and technologies for customer support
- Participating in regular training and continuous learning activities
Required Qualifications
- Fluency in both Arabic and English, both written and verbal
- Prior experience in customer service or support role
- Excellent communication and interpersonal skills
- Strong problem-solving abilities
- Ability to prioritize and manage time effectively
- Familiarity with CRM systems and support tools
- Ability to work independently in a remote setting
- Attention to detail and accuracy in information recording
- Flexibility to work in shifts, including weekends and holidays
- Strong typing and data entry skills
- Empathy and patience when dealing with customer concerns
- Ability to maintain a positive and professional attitude
- Knowledge of email and chat etiquette
- Capability to adapt to a fast-paced environment
- High school diploma or equivalent; college degree is a plus
Skills: multitasking,customer service,time management,email,chat,english,arabic