Overview
The Email/Chat Support role is crucial in providing exceptional customer service to Arabic and English-speaking customers through email and chat platforms. This remote position plays a vital role in maintaining customer satisfaction and loyalty.
Key Responsibilities
- Respond to customer inquiries and issues via email and chat promptly and professionally.
- Identify and assess customers' needs to achieve satisfaction.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits.
- Keep accurate records of customer interactions, transactions, comments, and complaints.
- Follow communication procedures, guidelines, and policies.
- Take the extra mile to engage with customers, ensuring genuine personalized interaction.
- Stay updated on product information and maintain a high level of knowledge about the company's offerings.
- Work collaboratively with team members to achieve customer satisfaction goals.
- Provide accurate, valid, and complete information by using the right methods/tools.
- Manage and prioritize multiple concerns effectively.
- Monitor customer complaints on social media and reach out to provide assistance.
- Alert management of opportunities for improvement.
- Stay current with industry knowledge and trends to improve customer satisfaction.
- Support continuous improvement by identifying areas for operational enhancement.
- Adhere to company policies and procedures while maintaining professionalism.
Required Qualifications
- Fluency in Arabic and English (written and verbal).
- Prior experience in customer service or a similar role.
- Strong communication and interpersonal skills.
- Ability to effectively multitask and manage time efficiently.
- Tech-savvy with the ability to navigate multiple systems simultaneously.
- Proven problem-solving skills and the ability to think critically.
- Ability to work well under pressure in a fast-paced environment.
- Attention to detail and accuracy in data entry and management.
- High school diploma or equivalent; college degree is a plus.
- Flexibility to work in shifts, including weekends and holidays.
- Empathy and patience when dealing with customer concerns.
- Strong typing and grammar skills in both Arabic and English.
- Ability to maintain a professional and positive demeanor.
- Familiarity with CRM systems and practices.
- Knowledge of customer relationship management software is a plus.
- Understanding of social media platforms and their impact on customer service.
Skills: crm systems,tech-savvy,time management,customer service,arabic,data entry,problem-solving,multitasking,social media platforms,chat,interpersonal skills,english,communication,email