The Customer Service Agent is responsible for handling customer inquiries via phone, email, and chat, providing timely and professional support. Key responsibilities include maintaining accurate customer and merchant data, resolving platform-related issues, conducting data audits, and collaborating with internal teams to address escalated issues. The role also involves training new team members and implementing customer feedback to improve service quality. Strong communication, attention to detail, and problem-solving skills are essential, with proficiency in Arabic and English required. Shift work may be involved.
Key Responsibilities:
Handle customer inquiries via phone, email, and chat, providing timely and professional service.
Accurately enter and maintain customer and merchant data into the platform, ensuring all information is up to date.
Resolve customer issues related to the platform by guiding them through troubleshooting steps and providing support on features and usage.
Conduct regular audits of the platform’s data to ensure consistency, accuracy, and quality, identifying and correcting errors as necessary.
Collaborate with internal teams to resolve escalated customer issues and ensure data entry quality across the platform.
Monitor and report discrepancies or inconsistencies in data, ensuring corrective actions are implemented promptly.
Train new team members in customer service protocols, data entry processes, and quality control procedures.
Track customer feedback, manage escalations, and follow up to ensure issues are resolved and customer satisfaction is maintained.
Assist in implementing customer feedback into operational improvements, ensuring platform data and user experience are optimized.
Skills Required:
Proficiency in Arabic and English.
Bachelor’s degree or diploma.
Strong verbal and written communication skills, with the ability to provide clear guidance and support to customers.
Attention to detail, particularly in managing data entry and conducting quality control checks.
Ability to handle multiple tasks simultaneously and work efficiently in a fast-paced environment.
Problem-solving abilities, with a focus on improving customer service and maintaining high-quality data.
Proven experience in customer support.
Strong phone skills and active listening capabilities.
Ability to multitask, prioritize, and manage time efficiently.
Customer-focused with the ability to adapt to different personalities.
Willingness to work on a shift basis.
A positive attitude, strong interpersonal skills, and a collaborative approach to teamwork.