Customer Support Executive.

PCCW; United Arab Emirates; On-site; AED 50,000 - 70,000; Full time

Job summary

A dynamic customer service provider in the United Arab Emirates is seeking a Customer Support Executive to enhance customer satisfaction. This role involves responding to queries, monitoring social media, and collaborating with teams to improve services. The ideal candidate will have a BSc in Business Management or IT and 2-5 years of experience in customer service, with excellent communication skills in both Arabic and English.

Qualifications

• 2-5 years’ experience in customer-facing roles with a record of delighting customers.
• Familiarity with the digital-native industry is a plus.
• Ability to collaborate efficiently with cross-functional teams.

Responsibilities

• Respond to customer queries promptly across social media.
• Monitor customer complaints and provide assistance.
• Maintain accurate records of customer interactions.

Skills

Excellent writing and editing skills in Arabic and English

Excellent communication and problem-solving skills

Strong multi-tasking abilities

Proficiency in using social media channels

Experience using customer service software and remote support tools

Education

BSc in Business Management, IT, or relevant diploma

Job description

Overview

Customer Support Executive

Responsibilities

• Customer Support: Respond to customer queries promptly and engage with them using social media channels; collaborate across departments and the technical team 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 a seamless customer experience
• 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

Qualifications / 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 their expectations in a similar customer service / care role. Familiarity with the 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
• Strong multi-tasking abilities
• 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