Customer Service Specialist
1 week ago
Customer Service Specialist
Summary
We're hiring a personable, professional Customer Service Specialist to be the first point of contact for Salonist customers. You'll handle inbound queries, guide new users through the system, and deliver a premium support experience that drives satisfaction and loyalty.Key Responsibilities
Respond to customer inquiries via:
Phone
Website/app live chat
Explain Salonist features and onboard new customers with clear, simple guidance.
Proactively follow up with existing customers to ensure ongoing satisfaction.
Schedule and coordinate online demo sessions.
Capture recurring feedback/bugs and escalate to the technical team with clear repro steps and impact.
Maintain a professional brand voice and tone across all channels.
Keep tickets and CRM records accurate, complete, and up to date.
Requirements
Excellent verbal and written communication; confident, courteous, and solution-oriented.
Familiarity with salon/spa management systems or strong aptitude for fast learning.
Proficient with WhatsApp, email, live chat tools, and basic CRM workflows.
Arabic: fluent (required); English: a plus.
Team player who can thrive under time pressure and manage multiple conversations.
Tools You'll Use (or learn quickly)
WhatsApp Business, email client, live chat platform
CRM/helpdesk (e.g., HubSpot/Zendesk/Freshdesk)
Calendar/meeting tools for demos (e.g., Zoom/Google Meet)
Basic ticket tagging and escalation workflows
Work Schedule
Full-time, 6 days/week, 12:00 PM – 10:00 PM.Compensation & Benefits
To be determined after the interview, based on experience and capability.Success Metrics (KPIs)
First Response Time & Average Resolution Time
Customer Satisfaction (CSAT) on solved tickets
Follow-up completion rate
Demo no-show reduction and conversion support (from demo to active use)
Quality of ticket notes and escalation clarity
Interview Process (suggested)
20–30 min screen (communication, motivation)
Live role-play (chat/email scenarios + brief product explainer)
Final interview (culture fit + KPI expectations)
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