Customer Support Agent

**Role Overview**:
**Key Responsibilities**:

- **Issue Resolution**: Troubleshoot and resolve customer issues by diagnosing problems, offering solutions, and ensuring customer satisfaction.
- **Product Knowledge**: Develop and maintain a deep understanding of the company’s products and services to provide accurate, effective support.
- **Customer Education**: Assist customers in understanding how to use products/services, providing guidance and tips as needed.
- **Documentation**: Maintain detailed records of customer interactions, issues, and resolutions in the company’s CRM system.
- **Escalation Management**: Identify and escalate complex or unresolved issues to senior support agents or relevant departments.
- **Customer Feedback**: Collect feedback from customers and suggest process improvements based on customer insights.
- **Collaboration**:Work with internal teams (sales, technical, etc.) to ensure smooth customer experience and resolve recurring issues.

**Education & Experience**:

- Bachelor’s degree in Business or a related field (preferred).
- Prior experience in a customer support or service role (1-2 years preferred).
- Experience in F&B industry is preferred.

**Skills**:

- Excellent verbal and written communication skills, with the ability to communicate clearly and professionally.
- Strong problem-solving abilities and the ability to think critically under pressure.
- Fluency in Arabic and English language.
- Multi-tasking ability to manage multiple customer inquiries and tasks simultaneously while maintaining attention to detail.
- Passion for delivering exceptional customer service.

**Personal Attributes**:

- **Empathy**: Ability to understand and relate to customer concerns and needs, offering thoughtful solutions and demonstrating genuine care.
- **Patience**: Ability to remain calm and composed, even during challenging interactions with upset customers.
- **Adaptability**: Ability to quickly adjust to new products, services, or changes in customer expectations while maintaining a positive attitude.
- **Attention to Detail**: A keen eye for detail when entering information into systems or handling customer issues to ensure accuracy and completeness.
- **Team Player**: Strong collaborative spirit and willingness to assist colleagues and work towards common team goals.
- **Self-Motivated**: Proactive in finding solutions and taking initiative in managing workload, with the ability to work independently.
- **Positive Attitude**: A friendly, approachable demeanor that creates a welcoming environment for customers and teammates alike.
- **Resilience**: Ability to handle constructive criticism and use it as an opportunity for personal and professional growth.

**What Success Looks Like**:
Success in this role will be measured by your ability to effectively engage with customers, resolve issues in a timely manner, and maintain high levels of customer satisfaction. You will know you're succeeding when:
1. **Customer Satisfaction**:

- Consistently receiving positive feedback from customers, ensuring they feel valued, heard, and satisfied with the solutions provided.
- High customer retention rates due to excellent support and relationship-building.

2. **Efficiency in Handling Inquiries**:

- Maintaining quick response times and high-resolution rates with mínimal back-and-forth or escalations.
- Effectively managing a high volume of inquiries while maintaining a positive customer experience.

3. **Problem-Solving and Resolution**:

- Successfully resolving customer issues and providing clear solutions that meet their needs, resulting in fewer follow-up issues or repeat inquiries.
- Effectively addressing recurring problems and identifying opportunities to prevent future issues.

4. **Collaboration and Communication**:

- Seamlessly collaborating with internal teams to share valuable insights and ensure smooth resolutions to customer challenges.
- Maintaining clear, professional, and transparent communication with both customers and colleagues.

5. **Product Knowledge Mastery**:

- Demonstrating strong product knowledge during customer interactions and consistently using this knowledge to provide accurate support.
- Actively contributing to knowledge-sharing efforts, ensuring updated information is available for both customers and team members.

6. **Achievement of Key Performance Metrics**:

- Meeting or exceeding performance metrics such as average response time, customer satisfaction (CSAT) scores, first-contact resolution rate, and ticket resolution time.

**What we offer**:

- Competitive Package.
- Opportunities for professional growth and career advancement.
- A supportive, collaborative, and inclusive team environment.
- Access to product training and industry insights.

7. **Experience** - 2 years Mandatory

**Experience**:

- customer support: 2 years (required)

**Language**:

- Arabic (required)
- English (required)

**Location**:

- Doha (required)

Application Deadline: 30/06/2