Customer Support Analyst

2 weeks 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

  • IT Support Analyst

    5 days ago

    مصر, Egypt Cairn Energy Full time

    **ROLE DETAILS**: Job Title IT Support Analyst Line manager IT Service Manager Location Cairo, Egypt Department I&T/Egypt **PURPOSE OF ROLE**: - The Support Analyst is an integral part of the Capricorn Information Technology team and is the first point of contact between end users and the IT organization. The analyst is responsible for recording the...

  • U2k2 SAP Support Analyst

    2 weeks ago

    مصر, Egypt Unilever Full time

    Company Profile Every Day, Around the World, People Reach for Unilever Products. Our Brands Are Trusted Everywhere And, By Listening to The People Who Buy Them, We've Grown into One of The World's Most Successful Consumer Goods Companies. In Fact, 150 million Times A Day, Someone Somewhere Chooses a Unilever Product. Look in Your Fridge, Or on The Bathroom...

  • Systems Analyst 4-support

    2 weeks ago

    مصر, Egypt Oracle Full time

    Systems Analyst 4-Support-22000AM5 **Applicants are required to read, write, and speak the following languages***: English, Arabic **Preferred Qualifications** Applicants are required to read, write, and speak the following languages: English, Arabic 90244.Systems Analyst 4-Support.SUPP.PREMSERV.IC4 OMS-MCS A primary point of contact for customers, you...

  • Systems Analyst 3-support

    2 weeks ago

    مصر, Egypt Oracle Full time

    Systems Analyst 3-Support-22000AM6 **Applicants are required to read, write, and speak the following languages***: English, Arabic **Preferred Qualifications** Applicants are required to read, write, and speak the following languages: English, Arabic 85540.Systems Analyst 3-Support.SUPP.PREMSERV.IC3 OMS-MCS A primary point of contact for customers, you...

  • Customer Solution Analyst

    1 day ago

    مصر, Egypt Nestle Full time

    **Customer Solution Analyst** *** **POSITION SNAPSHOT** Location: Egypt Company: Nestlé Full-time **Main Purpose of Job**: To effectively drive the Perfect Order Cycle Approach to minimize all waste and complexities in the O2C flow being Single Point of Contact for Customers queries, complaints requests. **A Day in the Life**: **_Demand Capture: _** -...

  • Decision Support Analyst

    2 weeks ago

    مصر, Egypt Nestle Operational Services Worldwide SA Full time

    **POSITION SNAPSHOT** Location: Egypt - Cairo Function: Finance Full-time *** Responsible for the financial planning processes across the businesses within Nestlé in the Market and ensures flawless execution and high quality of deliverables. **A DAY IN THE LIFE ** - Acts a true team member of the DS HUB, and works together with the other Analysts to...

  • Data Analyst

    7 days ago

    مصر, Egypt Zeal Full time

    **About ZealPay**:ZealPay is an innovative Cairo-based technical startup backed by global strategic investors to empower brands with the next generation of payments, loyalty, and AI-powered insights. We provide our merchants with world-class data, analytics & tools to predict consumer behavior using Artificial Intelligence. Merchants can unlock the full...

  • Business Analyst It

    2 weeks ago

    مصر, Egypt Orange Business Services Full time

    **About the role**: The OBS IT department is in charge of decision-making information systems, serving Orange Business Services different line of businesses such as marketing, pre-sales, sales, production, after-sales services, and customer-service for both France and international domains. The business Analyst will be the interface between the business...

  • Lcs Service Support Analyst

    2 weeks ago

    مصر, Egypt Emerson Full time

    **Job Summary** Emerson MSOL LCS Customer Service Support Analyst based in Egypt provides day-to-day support for the MEA Lifecycle Services Team. The position calls for an efficient and dynamic person who can handle and complete all the service order management and support requests in coordination with the Dubai Regional Office. The daily activities include...

  • Professional - Quality Analyst

    5 days ago

    مصر, Egypt Sutherland Full time

    Job Description Sutherland is seeking an attentive and analytical person to join us as a Quality Analyst. The Quality Analyst is a front-line position responsible for the evaluation and documentation of customer transaction to ensure accurate and consistent information is provided to customer. The Quality Specialist key focus is to evaluate transactions to...