Customer Support Executive

Viu; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

A technology company in Dubai seeks a Customer Support representative to enhance customer satisfaction through prompt responses and seamless communications. The ideal candidate has 2-5 years of experience in customer service, excellent Arabic and English writing skills, and familiarity with social media as support channels. You will collaborate with various teams to improve customer experience and support offerings.

Qualifications

• 2-5 years’ experience in customer-facing roles.
• Familiarity with the digital native industry is a plus.
• Proven track record of exceeding customer expectations.

Responsibilities

• Respond to customer queries promptly.
• Monitor complaints on social media.
• Share customer feedback for improvement.
• Manage customer conversations across channels.
• Ensure a positive customer experience.
• Develop an in-depth understanding of our offerings.
• Collaborate with cross-functional teams.
• Maintain accurate records of customer interactions.

Skills

Excellent writing skills in Arabic

Excellent writing skills in English

Communication skills

Problem-solving skills

Strong multi-tasking abilities

Social media proficiency

Education

BSc in Business Management

Relevant diploma from a reputable university

Tools

Customer service software

Remote support tools

Job description

Job description:

Your Role

• Customer Support: Respond to customer queries promptly and engage with them using social media channels; collaborate across departments and technical teams to address customer 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.
• 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 customer-facing roles with a proven track record of delighting customers and exceeding expectations in a similar customer service role. Familiarity with digital native industry is 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.
• Strong multi-tasking abilities.
• Proficiency in using social media channels as a customer support channel; deep knowledge of social media trends, hashtags.
• Ability to collaborate efficiently with cross-functional teams, particularly the Marketing team.