Customer Service Specialist
Job overview:
We are looking for a Customer Service Specialist to work remotely and manage user communications for the "Maleka" and "Dabla" applications. The role focuses on delivering a fast, professional, and high-quality customer experience while handling inquiries and resolving issues efficiently.
Responsibilities:
- Respond promptly to all support tickets on a daily basis
- Follow up on open cases and ensure they are resolved within the required timeframe
- Reply to direct messages on social media platforms for the "Dabla" application
- Engage with and respond to public comments professionally
- Handle customer complaints in a polite and professional manner to maintain customer satisfaction
- Escalate technical or sensitive issues to the relevant team when necessary
- Document recurring issues and submit regular reports to management
- Maintain the brand tone of voice for each application
- Contribute to improving the customer experience through user feedback and insights
Requirements:
- Previous experience in customer service or social media account management (preferably in apps or tech companies)
- Excellent Arabic communication skills (professional writing and wording)
- Good command of English is preferred
- Ability to work under pressure and manage multiple tasks simultaneously
- Fast response time and strong attention to detail
- Strong problem-solving and decision-making skills
- Availability to work in shifts (including possible evening shifts or weekends)
- Stable internet connection and a suitable work setup
Key performance indicators (KPIs):
- Response time
- First contact resolution (FCR)
- Customer satisfaction score (CSAT)
- Number of tickets handled daily
- Quality of responses and adherence to brand tone of voice
Benefits:
- Fully remote work
- Flexible work environment
- Opportunity for growth and development within a growing tech team