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Customer Support Specialist

2 weeks ago

مصر, Egypt MaxAB Full time

Founded in 2018, MaxAB is a rapidly growing food and grocery B2B e-commerce and distribution platform that serves a network of traditional retailers (mom-and-pop stores) across the MENA region. Using proprietary technology, MaxAB offers a transformative pull-driven supply chain and a tech-product that empowers both traditional retailers and suppliers. MaxAB offers traditional retailers the simplicity of dealing with one supplier, transparent pricing, on-demand delivery, and a range of value-added and embedded finance solutions. Suppliers benefit from MaxAB's end-to-end supply chain solutions and business intelligence tools that allow them to accurately predict, monitor, and control the impact of their strategies in real time.

Our MaxAB talent are dedicated to uphold the MaxAB culture and values all while continuing to grow and improve services for our clients. They are innovating new ways to help improve the quality of life of the Egyptian retailer and soon to other retailers globally.

If you are passionate about working hard to make an impact and innovate new solutions, MaxAB is looking for top talent.

**Job Summary**:
Customer Support Specialist responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities using different methods such as outbound/inbound calls, WhatsApp messages and Facebook.

**Responsibilities**:

- Identify customer needs and help customers use specific features.
- Report product malfunctions (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with customers.
- Provide assistance to issues raised on our official social media channels.
- Share feature requests and effective workarounds with team members.
- Inform customers about new features and functionalities.
- Follow up with customers to ensure their technical issues are resolved.
- Gather customer feedback and share with our Product, Sales and Marketing teams.
- Assist in training junior Customer Support Representatives.

**What we look for**:

- Bachelor's Degree.
- 1-2 years of relevant experience.
- Familiarity with our industry is a plus.
- Excellent communication and problem-solving skills.
- Multi-tasking abilities.
- Patience when handling tough cases.