تفاصيل وظائف خدمة عملاء فى شركة Nagwa

تفاصيل وظائف خدمة عملاء فى شركة Nagwa

Customer Support Specialist for Nagwa

Summary
We are looking to hire a dedicated Customer Support Specialist to join us in our mission to educate the world. The successful candidate shall be responsible for meeting exceptional service standards, handling customer inquiries through inbound and outbound calls, chats, and e-mails, and using questioning, troubleshooting, and active listening to ensure effective communication and resolution of customer complaints. In addition, they shall be responsible for performing upselling tasks during outbound calls to promote our products and services.

Responsibilities
Identify customer needs and promote specific features to increase usage and sales
Conduct outbound calls with customers to upsell and cross-sell products and services
Analyze and report product malfunctions (e.g., by testing different scenarios or impersonating users to prepare product reports) and ensure customer satisfaction
Update the database with all client updates, technical issues, and customer interactions for data gathering and analysis
Obtain customer feedback and analyze the outcome to reach a better understanding
Share customers’ suggestions with team members to ensure that our product meets all customer needs sufficiently
Inform customers of new features and functionalities to ensure a successful customer experience and encourage growth
Follow up with customers to ensure that their technical issues are resolved and they are satisfied with the service provided

Qualifications & Work Experience
Bachelor’s degree in any relevant field
1+ years of relevant experience in the customer service field
Proficiency in both English and Arabic
Excellent communication skills, including active listening
Knowledge of troubleshooting techniques and workarounds
Proficiency in MS Office, especially PowerPoint

Behavioural Competencies
Problem-solving and decision making skills
Active listening
Accuracy and attention to detail
Ability to multitask and prioritize and manage time effectively
Excellent interpersonal skills
Customer oriented
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