Customer Experience Specialist — Multi-Channel CSR

Advanced Search Group; Manama; On-site; BHD 6,000 - 11,000; Full time

Job summary

Advanced Search Group is hiring a Customer Service Representative to handle high-volume support across phone, email, and chat in a fast-paced environment. You will be the frontline voice, resolving inquiries, updating knowledge bases, and collaborating with Product and Operations to enhance customer experience.

The role emphasizes first-contact resolution, effective ticket management, and maintaining quality interactions while upholding GDPR/HIPAA compliance where applicable.

Qualifications

• 1–2+ years in call center or support roles.
• Experience using Salesforce Service Cloud.
• Excellent written and verbal English; strong typing and proficiency with Microsoft Office & Google Workspace.

Responsibilities

• Handle high-volume customer support across phone, email, and chat.
• Aim for first-contact resolution; escalate complex issues to Tier 2 or technical teams.
• Manage tickets & SLAs; maintain organized records and documentation.
• Update internal knowledge bases with new solutions and templates.
• Collaborate with Product and Operations to improve customer experience and product quality.

Skills

Empathetic

Strong communicator

Multitasking

Typing

Tools

Salesforce Service Cloud

Zendesk

Freshdesk

Google Workspace

Microsoft Office

Job description

Advanced Search Group is hiring a Customer Service Representative to handle high-volume support across phone, email, and chat in a fast-paced environment. You will be the frontline voice, resolving inquiries, updating knowledge bases, and collaborating with Product and Operations to enhance customer experience.

The role emphasizes first-contact resolution, effective ticket management, and maintaining quality interactions while upholding GDPR/HIPAA compliance where applicable.