Customer Service Support Supervisor

Kabshk; Makkah Al Mukarramah; On-site; SAR 40,000 - 60,000; Full time

Job summary

A leading company in the Makkah region is seeking a Customer Support Specialist to enhance customer satisfaction. The role involves responding to inquiries, analyzing issues, and collaborating with teams to improve service quality. Ideal candidates will have a BSc in Information Technology and strong communication skills.

Qualifications

• Experience as a Customer Support Specialist or similar role.
• Familiarity with the industry is a plus.
• Understanding of how CRM systems work.

Responsibilities

• Respond to customer queries via phone, email or chat.
• Analyze and report product malfunctions.
• Assist in training junior Customer Support Representatives.

Skills

Excellent communication

Problem-solving

Multi-tasking

Patience

Education

BSc in Information Technology

Tools

Help desk software

Remote support tools

CRM systems

Job description

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Working with the team
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Assist in training junior Customer Support Representatives
• Experience as a Customer Support Specialist or similar CS role
• Familiarity with our industry is a plus
• Experience using help desk software and remote support tools
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases
• BSc in Information Technology or relevant diploma