ResponsibilitiesThe role's responsibilities listed below are focused on day-to-day operations but are not limited to:Respond to customers’ inquiries via support channels promptly and professionally.Show empathy and patience when dealing with customers’ inquiries with strong problem-solving skills.Identify and assess customers’ needs and provide appropriate solutions and alternatives when necessary to achieve positive customer satisfaction. • Supporting front line representatives and providing timely feedback for a seamless customer experience.Keep accurate records of customer interactions, transactions, comments, and complaints.Collaborate with other departments to ensure timely resolution of customer issues.Follow up with internal and external teams to ensure the inquiries, complaints, and escalations are resolved to customers’ satisfaction.Provide product and service information to customers, guiding them through features and functionalities.Handle customer complaints, provide appropriate solutions, and escalate issues if needed.Stay up-to-date with product knowledge and company policies to provide accurate information to customers.Assist in maintaining a positive and professional company image through interactions with customers.RequirementsThe role's requirements listed below are the basic ones needed to operate on a day-to-day basis:2+ years of experience in customer service or a related role (preferred to be as an SME “Subject Matter Expert” or escalations support).Flexibility to work in shifts, weekends and on public holidays.Bachelor's degree is required.Experience using SalesForce and other CRM systems.Excellent communication skills, both verbal and written.Native or advanced speaking and writing Arabic are a must.