Customer Support Specialist

CEQUENS; Riyad Al Khabra; On-site; SAR 30,000 - 60,000; Full time

Job summary

Ein führendes Unternehmen im Bereich Kommunikationslösungen sucht einen erfahrenen Customer Support Senior Specialist, der als Bindeglied zwischen verschiedenen internen Teams agiert. Diese spannende Rolle erfordert eine starke Kommunikationsfähigkeit und Problemlösungsfähigkeiten, um erstklassigen Kundenservice zu gewährleisten. Sie werden dafür verantwortlich sein, Kundenanfragen effizient zu bearbeiten, Vorfälle zu managen und die Qualität des Kundenservices kontinuierlich zu verbessern. Wenn Sie eine Leidenschaft für Kundenbetreuung haben und in einem dynamischen Umfeld arbeiten möchten, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• Mindestens 3-5 Jahre Erfahrung im Kundenservice, insbesondere im Telekommunikations- oder SaaS-Bereich.
• Nachgewiesene Erfahrung in einem Senior-Kundenserviceteam.

Responsibilities

• Verwaltung von Kundenanfragen und Vorfällen gemäß den vertraglichen SLAs.
• Produktion von wöchentlichen und monatlichen Berichten zur Überwachung der Servicequalität.

Skills

Kommunikationsfähigkeiten

Problemlösungsfähigkeiten

Education

Bachelor-Abschluss in Betriebswirtschaft

Bachelor-Abschluss in Informationstechnologie

Job description

CEQUENS is a leading global communications platform as a service (CPaaS) provider that simplifies customer engagement for businesses through its innovative, reliable, and secure communication solutions. Established in 2011, CEQUENS offers a comprehensive suite of APIs, including SMS, WhatsApp for Business, Voice, Push Notifications, and more, enabling seamless and personalized interactions across multiple channels.

Our partner network covers the MEA region with international access to messaging hubs worldwide. Our clients include major banks, credit card companies, digital payments, OTT applications, government authorities, health and education sectors, and other industry verticals.

Role Description :

The Customer Support Senior Specialist acts as a liaison between the Service Support team and internal stakeholders such as Carrier Relations, Account Managers, Development, and Product Teams. This role manages interactions with customer contacts globally, ensuring that customer requests and incidents are addressed in line with contracted SLAs and quality standards. Responsibilities include incident management, service continuity, reporting, and other tasks to meet business needs. The role aims to deliver excellent customer experiences and manage real-time service levels, producing weekly and monthly schedules, calls, and reports.

Main Areas of Responsibility

Strategic Responsibilities

• Quality Assurance and Optimization
• Enhance end-to-end diagnostics and resolution processes before involving concerned parties.
• Help archive communications and transactions using relevant sources and processes.
• Participate in designing and developing efficient customer processes by providing input and creating reports.

Customer Service Excellence

• Ensure the department provides world-class customer service at all times.
• Maintain communication channels with technical developments in CEQUENS platforms and relay necessary updates to customers.
• Manage ongoing relationships with internal and external customers with a focus on effective communication.

Operational Responsibilities

Incident and Service Continuity Management

• Receive and handle incidents promptly, ensuring detailed and timely responses.
• Follow incident management best practices, including SLA escalations and lifecycle management.
• Troubleshoot incidents before escalation and stay updated on technical developments.
• Properly communicate and keep informed of system outages globally.

Documentation and Reporting

• Follow documentation processes and stay informed about updates.
• Consolidate global/regional reports for customers and ensure timely delivery to meet quality standards.
• Produce weekly and monthly schedules, calls, and reports.

System Monitoring and Innovation

• Monitor system and traffic behavior for irregularities.
• Participate in daily/weekly review meetings with account management, customers, and team members.
• Schedule ad-hoc training requests in consultation with relevant areas.
• Ensure efficient dissemination of information to the team.

Team Coordination and Training

• Participate in daily/weekly review meetings with account management, customers, and team members.
• Schedule ad-hoc training requests in consultation with relevant areas.
• Ensure effective dissemination of information to the team.

Requirements

Qualifications and Skills

Experience

• Minimum of 3-5 years of experience in senior customer support within the telecom or SaaS/CPaaS sectors (a MUST).
• Proven experience in a senior customer support team.

Education

• Bachelor's degree in Business, Information Technology, or a related field.

Skills

• Strong communication skills for effective management of customer and team interactions.
• Excellent problem-solving skills to resolve customer issues efficiently and improve service processes.