Customer Support Associate

The Customer Support Associate works with a high-performing team of customer-centric professionals and is expected to support our clients on a daily basis. They will anticipate and proactively fix issues before they happen. In this role, they will regularly collaborate and communicate with peers in their internal team, plus teams in Customer Success, Product, Support, Tech, and Sales to drive results. They roll their sleeves up and get highly involved in the Qashio software to ensure consistent customer engagement and satisfaction.

Responsibilities

1. Provide prompt and courteous responses to customer inquiries via phone, email, and chat.
2. Assist customers with product information, support, ticket status, and other inquiries.
3. Resolve customer complaints and issues in a professional and timely manner.
4. Escalate complex issues to the appropriate department for resolution and guide the clients through this process.
5. Maintain accurate records of customer interactions and transactions.
6. Share identified opportunities to upsell or cross-sell products and services to the customer success team.
7. Collaborate with other team members to ensure a seamless customer experience.
8. Stay up-to-date on product knowledge and company policies.
9. Participate in training sessions and team meetings as required.
10. Contribute ideas for process improvements to enhance the customer support experience.
11. Liaise with external partners to resolve client issues.
12. Manage the relationship with external partners regarding complaints and support ticket issues.

Qualifications

1. 1+ years of experience in a Customer support role - Ideally within SaaS/B2B.
2. Arabic speaker with proficiency in English.
3. Strong skills in verbal and written communications, strategic planning, and project management.
4. Experience using customer success software, CRM software, and Microsoft Office and Google Workspace suites.
5. A bachelor's or postgraduate degree in business or related fields would be a plus.
6. Relationship management skills and a can-do attitude when presented with challenges.