Customer Support Specialist

Description

As a customer support specialist, you are responsible for driving world class customer experience, answering our customers calls, chats, or email as assigned in a timely manner with outstanding emotionally intelligent support in the GCC markets. You are a brand champion, with incredible problem-solving skills and are not afraid of difficult questions, troubleshooting issues with the customer and providing as much information as possible to the tech team to resolve it in record time.

You work efficiently, multitask, and address customers with a positive and can-do attitude to offer the most amazing, friendly, and helpful customer experience. You are an excellent listener, passionate and empathetic and utilize these strong assets to ensure positive communication when dealing with all stakeholders internally and externally, especially with our lovely customers. You are the voice of the customer in Invygo and promote their feedback internally driving insights to the product and development teams to enhance their experience through product improvement.

You report to the customer support team leader and work in a multicultural environment with great possibility of growth and development.

What you will do

• Manage customer issues and resolution on a day-to-day basis in GCC through calls, chats, or emails as assigned
• Offer exceptional customer experience in every interaction, both with the customers and the car dealers but also with your Invygo teammates internally
• Handle many requests and solve complaints with ease and confidence
• Achieve individual and team KPI: SVL, CSAT, chatbot performance, and other contact handling metrics
• Participate in developing new processes to gain efficiency and develop new products to enhance customer experience working cross-functional: partner with engineering and data team, build relationships with the car dealers, support marketing with feedback loop initiatives, etc.

Requirements

• Work experience in customer service or customer experience industry
• Fluent English is a must
• Flexibility to work from office
• You have great computer, office, and Google suite skills or experience with other similar platforms
• You possess excellent troubleshooting and multitasking skills
• You are extremely organized and able to structure your day to achieve your targets

What we like

• You are passionate about helping people and have outstanding communication skills
• You are comfortable working in a startup environment
• You are committed to drive continuous customer satisfaction improvement
• You have great attention to detail at a high speed
• You show a positive and can-do attitude, taking ownership of ongoing issues, including those that haven’t necessarily been assigned to you, going the extra mile for the customer and eager to solve the root cause rather than taking the easy way out
• You are a great team player and appreciate working both individually and as a team