Customer Support Agent
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Key skills for this role
About the Role
Dieture seeks a Customer Support Agent to handle customer inquiries via phone, email, chat, and social media. The role requires 2-4 years of customer support experience, fluency in Arabic and English, and strong problem-solving skills.
Key Skills for This Role
Responsibilities
- Respond to customer inquiries via multiple channels (phone, email, live chat, social media) in a professional and timely manner
- Troubleshoot and resolve customer issues by diagnosing problems, offering solutions, and ensuring customer satisfaction
- Develop and maintain a deep understanding of the company’s products and services to provide accurate, effective support
- Assist customers in understanding how to use products/services, providing guidance and tips as needed
- Maintain detailed records of customer interactions, issues, and resolutions in the company’s CRM system
- Identify and escalate complex or unresolved issues to CS Manager or relevant departments
- Collect feedback from customers and suggest process improvements based on customer insights
- Work with internal teams (sales, technical, etc.) to ensure smooth customer experience and resolve recurring issues
Requirements
- Bachelor's degree in Business or a related field (preferred)
- Prior experience in a customer support or service role (2 4 years preferred)
- Experience in F&B industry is preferred
- Excellent verbal and written communication skills
- Strong problem solving abilities
- Technical proficiency in using CRM software and basic office applications
- Fluency in Arabic and English language
- Multi tasking ability to manage multiple customer inquiries simultaneously
Full Job Posting
Role Overview
- As a Customer Support Agent, you will be the front line for handling customer inquiries, resolving issues, and ensuring that every customer has a positive experience with our products and services.
- You will work directly with customers via phone, email, chat, and social media to address their concerns and provide timely solutions.
Key Responsibilities
- Respond to customer inquiries via multiple channels (phone, email, live chat, social media) in a professional and timely manner.
- Troubleshoot and resolve customer issues by diagnosing problems, offering solutions, and ensuring customer satisfaction.
- Develop and maintain a deep understanding of the company’s products and services to provide accurate, effective support.
- Assist customers in understanding how to use products/services, providing guidance and tips as needed.
- Maintain detailed records of customer interactions, issues, and resolutions in the company’s CRM system.
- Identify and escalate complex or unresolved issues to CS Manager or relevant departments.
- Collect feedback from customers and suggest process improvements based on customer insights.
- Work with internal teams (sales, technical, etc.) to ensure smooth customer experience and resolve recurring issues.
Education & Experience
- Bachelor’s degree in Business or a related field (preferred).
- Prior experience in a customer support or service role (2 4 years preferred).
- Experience in F&B industry is preferred.
Skills
- Excellent verbal and written communication skills, with the ability to communicate clearly and professionally.
- Strong problem solving abilities and the ability to think critically under pressure.
- Technical Proficiency in using CRM software and basic office applications.
- Fluency in Arabic and English language.
- Multi tasking ability to manage multiple customer inquiries and tasks simultaneously while maintaining attention to detail.
- Passion for delivering exceptional customer service and helping others.
Personal Attributes
- Empathy: Ability to understand and relate to customer concerns and needs.
- Patience: Ability to remain calm and composed, even during challenging interactions.
- Adaptability: Ability to quickly adjust to new products, services, or changes.
- Attention to Detail: A keen eye for detail when entering information into systems.
- Team Player: Strong collaborative spirit and willingness to assist colleagues.
- Self Motivated: Proactive in finding solutions and taking initiative.
- Positive Attitude: A friendly, approachable demeanor.
- Resilience: Ability to handle constructive criticism.
What we offer
- Competitive Package.
- Opportunities for professional growth and career advancement.
- A supportive, collaborative, and inclusive team environment.
- Access to product training, and industry insights.
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