Customer Support Analyst

6 months ago


مصر, Egypt AlGooru Full time

**AlGooru is hunting for the next generation of CX talents**

**We’re looking for a Customer Support Analyst**

**A bit about us**

**Main responsibilities**
- Monitoring client chats to ensure a seamless and positive user experience.
- Identifying and escalating any issues or concerns raised by clients, ensuring a quick and efficient resolution.
- Analyzing chat interactions comprehensively to detect recurring issues, concerns, or trends.
- Accurately recording the frequency of specific issues, enabling the company to prioritize and address them effectively.

**A day in your life**

**Chat Monitoring**
- Monitor client chats to ensure that all interactions are of the highest quality and in line with the company's service standards.

**Issue Identification and Ticketing**
- Identify issues or concerns raised by clients during chat interactions.
- Create detailed tickets for each identified issue, ensuring all relevant information is captured for further action by the relevant departments.

**Arabic Communication Proficiency**
- Use excellent Arabic reading and writing skills to understand client needs, concerns, and feedback. This includes accurately interpreting the nuances and sentiments expressed by clients.

**Chat Analysis**
- Analyze chat transcripts to understand common issues, concerns, or trends.
- Record the frequency of recurring issues to help the company prioritize solutions and improvements.
- Collaborate with the customer support team to discuss findings and suggest potential improvements or solutions.

**Reporting**
- Regularly report findings, trends, and analytics to the Customer Support Manager or other relevant stakeholders. This includes both quantitative and qualitative insights.

**Continuous Learning**
- Stay updated with the company's products, services, and policies to provide accurate information to clients and to better understand their feedback.

**Requirements**:
**Experience needed**
- Proficiency in reading and writing Arabic is a MUST.
- Strong analytical skills with the ability to interpret data and discern patterns.
- Excellent communication skills, both written and verbal.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Prior experience in a customer support role is a PLUS.
- Knowledge of customer support tools and ticketing systems is a PLUS.
- A proactive approach to problem-solving and a strng sense of ownership.
- General assessment form (5-10 minutes)
- Chemistry meeting (15-30 minutes)
- Technical interview (30-60 minutes)
- Offer extended to successful applicants

**Benefits**

**The pay**

**Role benefits**
- Work from anywhere
- Unlimited paid sick days
- No clocking in/out
- ESOP shares
- Laptop fund
- Fast promotions (like really fast)
- Enjoy monthly Pizza Fridays
- Learn anything online and expense it on us
- Travel for company events and get reimbursed

**How to gain extra Gooru points**
- Demonstrate your entrepreneurial, hustling, and energetic spirit
- Prove your ability to take full ownership of your role without the need to be micromanaged
- Conduct proper research about AlGooru prior to your interviews with us, we love people who already know about us.
- Be extra organizedlike extra



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