Title: Customer Support AssociateReporting to: Senior Director, Consumer ChannelsDepartment: Consumer ChannelsLocation: CairoWhat You’ll Be Working On:Customer Support (40%)Customer-facing everyday: provide best-in-class customer support to all customers; fielding questions and providing upbeat, customized supportReview ticket responses to meet quality standards and improve current processes where necessaryMaintain alignment with all brand and marketing initiatives, and be up-to-date with new launches, new materials, sizing etc.Customer Experience (30%)Resolve customer requests in a timely manner by going above and beyond to ensure a consistently great experience and satisfactory resolution to all customer interactionsIdentify customer needs or desires in order to recommend the appropriate products and drive for sales increasing solutionsDeliver surprise and delight moments to ensure an exceptional experience where possibleReporting and Operations (30%)Tackle day to day operational tasks, such as processing and facilitating returns/exchanges between customers and fulfillment teamReport on key customer service metrics and share learnings and insights regularlyCoordinate/liaison between customers, fulfillment/warehouse team and in-store sale associatesMaintain alignment with all brand and marketing initiatives, and be up-to-date with new launches, new materials, sizing etc.What You’ll Bring:AdaptabilityAbility to think resourcefully and react to changing business demands; quick to respond to situations with positivity and a bias to actionCommunicationDemonstrates awareness by adjusting language and terminology, both written and verbally, for intended audience to clearly convey ideas and address opportunitiesRelationship ManagementDemonstrates ability to manage and build individual and team interactions that support the organization in fostering community, teamwork, and builds internal and external credibilityAdditional Requirements:1+ years experience in a customer facing environment in either customer service or hospitalityProficient in written and verbal EnglishEasily adaptable to an ever changing work environmentAbility to work nights and/or weekends