Customer Support

6 months ago


Dubai, United Arab Emirates Augmented Era Full time

**Key Responsibilities**:

- **Technical Skills**: A solid technical background, including experience in troubleshooting technical issues and familiarity with e-commerce.
- Proficiently use customer support tools such as Zendesk, LiveChat, CRM, and other relevant platforms for navigation and testing.
- Serve as the primary point of contact for efficiently and effectively resolving billing issues, payment discrepancies, and transaction errors.
- Proactively contact customers experiencing difficulties during the online purchasing process to provide assistance and ensure a seamless experience.
- Collaborate closely with the finance and technical teams to investigate and resolve payment-related issues and ensure accurate billing.
- Maintain detailed and accurate records of customer interactions, payments, and resolutions in the CRM system.
- Monitor payment processing systems to identify and escalate any technical issues impacting transactions, working to ensure timely resolution.
- Assist in optimizing the payment process to enhance customer satisfaction and streamline operations, providing valuable feedback based on customer interactions.
- Stay updated on company products, services, and policies to provide accurate customer information and address inquiries effectively.
- Continuously seek opportunities to improve customer support processes and contribute to overall team efficiency and effectiveness.

**Qualifications**:

- 1-2 years of experience in customer service, preferably in an e-commerce or subscription-based industry.
- Experience with Zendesk, LiveChat, CRM, and other customer support tools
- Proficiency in Excel, pivot, vlookup, and reporting.
- Proficiency in English and one of the following languages: Italian, French, or Spanish, with strong communication skills in both languages (written and verbal).
- Excellent communication skills, with the ability to effectively convey information and troubleshoot customer issues.
- Strong analytical and problem-solving skills, with the ability to navigate complex payment-related inquiries and discrepancies.
- Experience using CRM software and other customer support tools to manage interactions and maintain accurate records.
- Ability to work independently and collaboratively in a fast-paced environment, demonstrating adaptability and resilience.
- Flexibility to work non-traditional hours, **including evenings and weekends**, based on customer needs.
- Positive attitude, patience, and a genuine desire to assist customers in resolving their concerns, with a focus on providing excellent service.

Pay: From AED4,000.00 per month

Application Question(s):

- Can you start immediately?

**Experience**:

- Customer Support: 2 years (required)
- E-Commerce: 1 year (required)



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