Customer Support Specialist

1 week ago

مصر, Egypt Nagwa Full time

**Summary**

**Responsibilities**
- Identify customer needs and promote specific features to increase usage and sales
- Conduct outbound calls with customers to upsell and cross-sell products and services
- Analyze and report product malfunctions (e.g., by testing different scenarios or impersonating users to prepare product reports) and ensure customer satisfaction
- Update the database with all client updates, technical issues, and customer interactions for data gathering and analysis
- Obtain customer feedback and analyze the outcome to reach a better understanding
- Share customers’ suggestions with team members to ensure that our product meets all customer needs sufficiently
- Inform customers of new features and functionalities to ensure a successful customer experience and encourage growth
- Follow up with customers to ensure that their technical issues are resolved and they are satisfied with the service provided

**Qualifications & Work Experience**
- Bachelor's degree in any relevant field
- 1+ years of relevant experience in the customer service field
- Proficiency in both English and Arabic
- Excellent communication skills, including active listening
- Knowledge of troubleshooting techniques and workarounds
- Proficiency in MS Office, especially PowerPoint

**Behavioural Competencies**
- Problem-solving and decision-making skills
- Active listening
- Accuracy and attention to detail
- Ability to multitask and prioritize and manage time effectively
- Excellent interpersonal skills
- Customer oriented
- Chat writing skills

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