About the job

Summary

We are looking to hire a dedicated Customer Support Specialist to join us in our mission to educate the world. The successful candidate shall be responsible for meeting exceptional service standards, handling customer inquiries through inbound and outbound calls, chats, and e-mails, and using questioning, troubleshooting, and active listening to ensure effective communication and resolution of customer complaints. In addition, they shall be responsible for performing upselling tasks during outbound calls to promote our products and services.

Responsibilities

• Identify customer needs and promote specific features to increase usage and sales
• Conduct outbound calls with customers to upsell and cross-sell products and services
• Analyze and report product malfunctions (e.g., by testing different scenarios or impersonating users to prepare product reports) and ensure customer satisfaction
• Update the database with all client updates, technical issues, and customer interactions for data gathering and analysis
• Obtain customer feedback and analyze the outcome to reach a better understanding
• Share customer suggestions with team members to ensure that our product meets all customer needs sufficiently
• Inform customers of new features and functionalities to ensure a successful customer experience and encourage growth
• Follow up with customers to ensure that their technical issues are resolved and they are satisfied with the service provided

Qualifications & Work Experience

• Bachelor degree in any relevant field
• 1+ years of relevant experience in the customer service field
• Proficiency in both English and Arabic
• Excellent communication skills, including active listening
• Knowledge of troubleshooting techniques and workarounds
• Proficiency in MS Office, especially PowerPoint

Behavioural Competencies

• Problem-solving and decision making skills
• Active listening
• Accuracy and attention to detail
• Ability to multitask and prioritize and manage time effectively
• Excellent interpersonal skills
• Customer oriented

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