Customer Support Executive

PCCW; Abu Dhabi; On-site; AED 70,000 - 90,000; Full time

Job summary

A leading technology service provider in the UAE is seeking a Customer Support Specialist to enhance customer satisfaction through prompt responses and social media engagement. The ideal candidate has a strong service background with 2-5 years of experience, excellent communication skills in both Arabic and English, and proficiency with digital tools. This role is pivotal for ensuring a seamless customer experience and requires collaboration across multiple teams. Join us to drive customer delight and improve service offerings.

Qualifications

• 2-5 years’ experience in customer-facing roles.
• Track record of delighting customers in service roles.
• Familiarity with the digital native industry is a plus.

Responsibilities

• Respond to customer queries promptly via social media.
• Monitor complaints on social media and provide assistance.
• Share customer feedback to improve offerings.
• Manage customer conversations across all support channels.
• Drive a positive customer experience.
• Develop an understanding of our offerings for better support.
• Collaborate with customer-success and product teams.
• Maintain accurate records of customer interactions.

Skills

Customer service excellence

Excellent writing skills in Arabic

Excellent writing skills in English

Social media proficiency

Problem-solving

Education

BSc in Business management or IT

Tools

Customer service software

Remote support tools

Job description

• 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
• Social Media Monitoring: Monitor customer complaints on social media and provide assistance as needed
• Feedback Sharing: Share relevant customer feedback to contribute to the improvement of our offerings
• 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
• Product Knowledge Mastery: Develop an in-depth understanding of our offerings to provide informative support and personalized recommendations to customers
• Collaborative Improvement: Collaborate with customer-success and product teams to contribute to ongoing initiatives aimed at enhancing services and customer satisfaction
• Record Management: Maintain accurate records of customer interactions, documenting steps taken to efficiently resolve issues

To Succeed in this Role

• BSc in Business management, IT, or relevant diploma from a reputable university.
• 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.
• Excellent writing and editing skills in Arabic and English.
• Experience using customer service software and remote support tools.
• Excellent communication and problem-solving skills.
• Proficiency in using social media channels as a customer support channel; deep knowledge of social media trends, hashtags.
• Collaborate efficiently with cross-functional teams, particularly the Marketing team.