Live Chat Agent

2 weeks ago

مصر, Egypt Koinz Full time

**Role Brief**:
You’ll need to collect and analyze information from customers to offer the best resolution, you’ll support our customers via phone and handle disconnection issues and offline tasks alongside Covering operational outbreaks, Resolving and coordinating customer support requests.

**What you will be working on here in Koinz**:

- Demonstrating exemplary customer service skills in every interaction and ensuring timely, one-contact resolution with customers.
- Managing merchant's inquiries and live orders operations.
- Effectively de-escalate customer issues using empathy and conflict resolution skills.
- Utilize effective time management and prioritization skills to handle a high volume of chats/calls in a fast-paced environment.
- Ability to identify and report any critical or reoccurring customer service issues to Supervisor.
- Communicate with internal teams to ensure project delivery, negotiate delays or resolve roadblocks.
- Maintain procedural documentation for reference purposes.
- Support day-to-day coordination of operational activities.
- Coordinate project tasks within budget and timelines.
- Manage business operations so that they meet company goals and customer expectations.
- Create compliance between operations and company standards or legal requirements.
- Maintain procedural documentation for reference purposes.

**What you will need to fit in this position**:

- A bachelor's degree.
- Have experience before in live chat or live orders (dashboards) or community support.
- Fresh grads are preferred.
- Experienced in Direct contact experience with customers.
- Keyboarding skills.
- Experience in the F&B field is a plus.

**About Us**:
Koinz is a rapidly scaling Egyptian start-up that’s building what we believe is the third generation of food aggregators. Our platform integrates closed-loop rewarding and engagement systems with the online and offline ordering journey to deliver industry-leading value to both consumers and restaurant brands. We believe that we can be the first mobile app that uses its original business model, expands to the middle east and worldwide too.

In the last year, the company raised a seven-figure pre-seed round from a leading venture capital firm and influential local angels, expanded to KSA, and grew revenues 10x+ while maintaining category-leading engagement and retention KPIs. We are currently looking to expand our team with elite talent prior to raising a large seed round and expanding to 10 countries.

**If you joined Koinz you will have**:

- Social, medical and Life insurance.
- Flexible working hours.
- Hybrid working from home/office.
- The ability to bring your animals to the office.
- Mobile provided if needed.

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