Customer Support Executive.

PCCW; United Arab Emirates; On-site; AED 60,000 - 90,000; Full time

Job summary

A technology and service solutions company in the United Arab Emirates is looking for a Customer Support Executive. This role requires proactive customer engagement through social media and effective collaboration across departments. Ideal candidates will have 2-5 years' experience in customer service, strong communication skills in Arabic and English, and proficiency in using customer support tools. Join us to drive a positive customer experience.

Qualifications

• 2-5 years of experience in customer-facing roles with a proven track record.
• Excellent writing and editing skills in Arabic and English.
• Familiarity with digital native industry is a plus.

Responsibilities

• Respond to customer queries promptly using social media channels.
• Monitor customer complaints on social media.
• Share customer feedback to improve offerings.

Skills

Customer service excellence

Problem-solving

Social media proficiency

Excellent communication

Multi-tasking

Education

BSc in Business Management or IT

Tools

Customer service software

Remote support tools

Job description

Customer Support Executive

Your Role

1. 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.
2. Social Media Monitoring: Monitor customer complaints on social media and provide assistance as needed.
3. Feedback Sharing: Share relevant customer feedback to contribute to the improvement of our offerings.
4. Multi-channel Management: Manage customer conversations across social media and support channels.
5. Ensure Seamless Customer Experience: Drive a positive and seamless customer experience to enhance brand sentiment.
6. Product Knowledge Mastery: Develop an in-depth understanding of our offerings to provide informative support and personalized recommendations to customers.
7. Collaborative Improvement: Collaborate with customer success and product teams to enhance services and customer satisfaction.
8. Record Management: Maintain accurate records of customer interactions, documenting steps taken to resolve issues efficiently.

To Succeed in this Role

1. BSc in Business Management, IT, or relevant diploma from a reputable university.
2. 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.
3. Excellent writing and editing skills in Arabic and English.
4. Experience using customer service software and remote support tools.
5. Excellent communication and problem-solving skills.
6. Strong multi-tasking abilities.
7. Proficiency in using social media channels as a customer support channel; deep knowledge of social media trends and hashtags.
8. Ability to collaborate efficiently with cross-functional teams, especially marketing.