Customer Support Specialist
7 months ago
Hello from OTO, your passport to seamless shipping in the dynamic MENA landscape As a multi-language, All-in-one Shipping Management Software, we're the navigational tool empowering e-commerce Stores and Omnichannel brands to dispatch their orders effortlessly through a vast network of 200+ shipping companies, both locally and globally.
In the quest to build MENA's next global startup, we've set our sights on solving a worldwide challenge - shipping The secret to our success lies in our mantra: OTOmation, where Innovation and Automation converge to democratize shipping solutions for everyone.
Are you a tech enthusiast with an appetite for challenges? OTO is the place for you We're in pursuit of high-energy, self-motivated individuals who are committed to their craft. At OTO, we've embraced a no-door policy, fostering a culture of openness, honesty, and an appreciation for diverse perspectives. Oh, and did we mention our team's shared love for Pizza?
Fear not, you'll soon discover the delicious details If you're seeking a tech haven where learning is rapid and you can play a pivotal role in shaping the future of global e-commerce and shipping, look no further - your journey begins with us
We are now calling on all Customer Support Specialist Heroes OTO is currently on the hunt for a seasoned Customer Support Specialist to join our team Bring your A-game, expertise, and enthusiasm & join us in driving OTO's growth into the MENA Market Join us and let's conquer new horizons together
**Tasks & Responsibilities**:
- Ensure high levels of customer satisfaction by carrying out the fastest and most efficient support;
- Manage account escalations and resolve crises through OTO’s firefighting practices in collaboration with other departments;
- Guide customers through available product resources such as knowledge base articles, tutorials, how-to videos, and webinars;
- Communicate with shipping companies to follow up on client requests and escalated cases;
- Take initiative to directly handle client issues and technical requirements;
- Take part in business development related to contacting shipping companies to partner up with OTO;
- Provide required support to the existing clients and troubleshoot issues through all channels and tools;
- Follow up on cases related to delivery partners including delays in shipment pick-ups, delivery, loss & damage;
- Handle inbound support through multiple channels ( Voice, Chat, Social Media)
Any other duties as required by management.
**Requirements**:
For this role, it is essential that have
- Experience as a Customer Support Specialist or similar CS role
- Familiarity with our industry is a plus
- Experience using help desk software and remote support tools
- Understanding of how CRM systems work
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Patience when handling tough cases
- BSc in Information Technology or relevant diploma
- English Speaker
It will be considered a big plus if you:
- International experience
- Previous work in fast-growing SaaS start-ups
**Location**:
At OTO, we've adopted a Remote Working culture that breaks free from the traditional office constraints. Work from home, your favorite coffee shop, a sunny beach, or even an art museum - the choice is yours. We're all about results, and you'll be surrounded by a team of aggressive achievers. Embrace the freedom to work from anywhere without the unnecessary fluff. Welcome to a workplace where flexibility meets real impact.
**Benefits**:
- No Clocking in and out: Forget about the clocking in/out routine. At OTO, we trust you to manage your time effectively & efficiently - no micromanaging here. Our work hours span from 9 am to 6 pm, yet without the added constraints of conventional time tracking.
- ESOPs: With your Employee Stock Options, you're not just part of the team; you're a co-owner steering us toward success. Your hustle today builds equity for us all.
- Health Insurance: Our medical coverage is your safety net. No need to stress about unexpected bumps - we've got your back with our Health Insurance coverage/fund depending on your location.
- Mental Health Break: In the grind, take a breather. Our mental health break is your time to recalibrate. Come back sharper, because we all need a mental tune-up.
- Education Fund: This fund is your ticket to staying ahead. Feed that brain and let's level up together.
- Laptop Fund: The one-time laptop fund ensures you're armed for efficiency, innovation, and collaboration.
- Home Office Fund: This one-time home office fund is your ticket to creating a workspace that works for you.
- Happiness Grant: Recognizing that a content team is a productive team, the happiness grant is a professional nod to fostering personal joy. Consider it a token to pursue activities that contribute to your well-being because a fulfilled you is an asset to us all.
- Unlimited Days Off: Our unlimited days off policy is not just a perk;
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