Job Description

We are looking for Customer Support agent who will be managing customer queries and complaints.

She / he will provide product / Service information and resolve or escalate any emerging problems that our Customers or Merchants might face with accuracy and efficiency.

JOB RESPONSIBILITIES / CHALLENGES

Answering phone calls and emails, responding to customer questions and complaints through basic troubleshooting or setup processes.

Maintaining a positive, empathetic, and professional attitude toward customers at all times to ensure excellent service standards.

Logging customer complaints, forwarding them to relevant team members and generate service request / ticket numbers

Ensure timely resolution of customers / Merchant queries and complaints as per defined TATs in SOP.

Knowing our product/service inside and outside in order to answer customers efficiently.

Maintain a comprehensive complaint MIS and a dashboard to be circulated to higher management describing service ratio incorporating the nature of complaints, resolution percentage and other alike parameters for complete visibility.

Assist Operations Manager in preparing End to End SOP of the function

Maintain complete comprehensive MIS covering all the activities related to disputes and chargebacks.

QUALIFICATIONS & SKILLS:

Bachelor's degree

Experience: 2 years of relevant experience.

Proven customer support experience or experience as a Client Service Representative

Strong phone contact handling skills and active listening

Arabic speaker and proficiency in English is required

Familiarity with CRM systems and practices.

Proficient in MS office (esp. in excel).

Good interpersonal, communication and presentation skills.

Ability to multi-task, prioritize, and manage time effectively

Job Types: Full-time, Permanent

Pay: From QAR5,000.00 per month