Job Description

:

Senior Customer Support Specialist

at YesAgain

Position Title:

Senior Customer Support Specialist

Location:

Sharjah Airport Free Zone (SAIF Zone), UAE

Company:

YesAgain

About YesAgain

YesAgain is a global leader in sustainable technology refurbishment, specializing in Apple MacBooks and other electronic devices. Operating from our Sharjah Airport Free Zone facility, we handle e-commerce orders for our UK and French teams, ensuring exceptional quality and customer satisfaction. With a commitment to sustainability and innovation, YesAgain is setting industry benchmarks in refurbishment excellence.

Key Responsibilities

:

Provide exceptional and timely support to customers via email, live chat, and phone calls. Analyze customer issues and provide solutions to resolve complex problems efficiently and effectively. Assist customers with inquiries related to product details, order statuses, returns, exchanges, refunds, shipping, and account issues. Collaborate with the e-commerce team to identify, troubleshoot, and resolve technical issues related to the online platform, payment gateways, or order fulfillment processes. Conduct data analysis on customer feedback and performance reports to provide actionable insights for improvement. Assist in the creation and maintenance of knowledge base articles and customer service documentation. Train and mentor junior customer support staff to ensure consistent service standards and best practices. Work closely with cross-functional teams (e.g., Operations, Marketing, Logistics) to improve the overall customer experience. Stay updated on industry trends, e-commerce technologies, and best practices to contribute to continuous improvements in the customer service department. Escalate unresolved issues to the appropriate department or management in a timely manner.

Skills & Qualifications

:

3+ years of experience in customer support, preferably in an e-commerce or online retail environment. Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions. Excellent communication skills (verbal and written) with the ability to explain complex issues clearly and professionally. Strong problem-solving abilities and ability to handle challenging customer situations with patience and empathy. Ability to work under pressure in a fast-paced, high-volume environment. Proactive and self-motivated, with a passion for providing excellent customer service. A team player with a collaborative mindset and the ability to mentor and lead by example. A degree in Business, Communications, or a related field is a plus.
Job Type: Full-time