Abwaab | Customer Support Specialist - Egypt

Location - Cairo, Egypt

About Us:

Do you want to join a startup that is changing the way students learn across our region? Are you excited to witness the thrill of building a hyper-growth tech company?
As we work towards this mission, Abwaab is looking for an experienced & passionate, impact-driven, and motivated individual who is bold, and has a growth mindset to drive our business forward in Egypt.

Job Overview:

We are seeking a highly motivated and customer-oriented specialist to join our support team in Egypt. As a Customer Support Specialist, you will be responsible for handling customer inquiries, resolving issues, and providing excellent customer support. The ideal candidate should have exceptional communication skills, strong problem-solving abilities, and a passion for delivering exceptional customer experiences. This is a remote opportunity.

Key Responsibilities:

• Answer inbound calls and respond to customer inquiries via different social media channels in a professional and friendly manner keeping the customer experience in mind.

• Provide accurate and timely information to customers while maintaining a high level of customer satisfaction.

• Resolve customer complaints and issues by investigating problems, developing solutions, and implementing appropriate actions.

• Follow up with customers on unresolved issues to ensure customer satisfaction.

• Collaborate with team members and other departments to ensure prompt and effective resolution of customer issues.

• Stay updated on product knowledge and company policies to provide accurate information to customers.

• Meet or exceed performance metrics, including customer satisfaction, reply time, and resolution time.

• Act as the voice of the customer and shed light on inquiries and issues.

Requirements:

• Previous experience in a customer support role.

• Excellent verbal and written communication skills in Arabic and English.

• Strong problem-solving and decision-making abilities.

• Ability to work in a fast-paced and dynamic environment.

• Strong attention to detail and accuracy.

• Ability to multitask and prioritize tasks effectively.

• Positive and professional attitude.

• Flexibility to work in shifts, including evenings, weekends, and holidays.

• Previous experience with Zendesk is highly desirable.