About this role
<p>Your Role</p> <ul> <li>Customer Support: Respond to customer queries promptly and engage with them using social media channels; collaborate across departments and technical team to address customers issues and complaints</li> <li>Social Media Monitoring: Monitor customer complaints on social media and provide assistance as needed</li> <li>Feedback Sharing: Share relevant customer feedback to contribute to the improvement of our offerings</li> <li>Multi-channel Management: Manage customer conversations across social media and all support channels.5. 6. 7. 8. Ensure Seamless Customer Experience: Drive a positive and seamless customer experience to enhance brand sentiment</li> <li><span style="font-size:12.0pt">Product Knowledge Mastery: Develop an in-depth understanding of our offerings to provide </span>informative support and personalized recommendations to customers</li> <li>Collaborative Improvement: Collaborate with customer-success and product teams to contribute to ongoing initiatives aimed at enhancing services and customer satisfaction</li> <li>Record Management: Maintain accurate records of customer interactions, documenting steps taken to efficiently resolve issues</li> </ul> <p> </p> <p>To Succeed in this Role</p> <ul> <li>• BSc in Business management, IT, or relevant diploma from a reputable university.</li> <li>2-5 years’ experience in customers-facing roles with a proven track record of delighting customers and exceeding their expectations in a similar customer service/care role. Familiarity with digital native industry is considered a plus.</li> <li>Excellent writing and editing skills in Arabic and English.</li> <li>Experience using customer service software and remote support tools.</li> <li>Excellent communication and problem-solving skills.</li> <li>Strong multi-tasking abilities.</li> <li>Proficiency in using social media channels as a customer support channel; deep knowledge of social media trends, hashtags.</li> <li>Collaborate efficiently with cross-functional teams, particularly the Marketing team.</li> </ul>