Customer Support Specialist

Description

As a customer support specialist, you are responsible for driving world class customer experience, answering our customers calls, chats, or email as assigned in a timely manner with outstanding emotionally intelligent support in the GCC markets. You are a brand champion, with incredible problem-solving skills and are not afraid of difficult questions, troubleshooting issues with the customer and providing as much information as possible to the tech team to resolve it in record time.

You work efficiently, multitask, and address customers with a positive and can-do attitude to offer the most amazing, friendly, and helpful customer experience. You are an excellent listener, passionate and empathetic and utilize these strong assets to ensure positive communication when dealing with all stakeholders internally and externally, especially with our lovely customers. You are the voice of the customer in Invygo and promote their feedback internally driving insights to the product and development teams to enhance their experience through product improvement.

You report to the customer support team leader and work in a multicultural environment with great possibility of growth and development.

What you will do

Manage customer issues and resolution on a day-to-day basis in GCC through calls, chats, or emails as assigned

Offer exceptional customer experience in every interaction, both with the customers and the car dealers but also with your Invygo teammates internally

Handle many requests and solve complaints with ease and confidence

Achieve individual and team KPI: SVL, CSAT, chatbot performance, and other contact handling metrics

Participate in developing new processes to gain efficiency and develop new products to enhance customer experience working cross-functional: partner with engineering and data team, build relationships with the car dealers, support marketing with feedback loop initiatives, etc.

Requirements

Work experience in customer service or customer experience industry

Fluent English is a must

Flexibility to work from office

You have great computer, office, and Google suite skills or experience with other similar platforms

You possess excellent troubleshooting and multitasking skills

You are extremely organized and able to structure your day to achieve your targets

What we like

You are passionate about helping people and have outstanding communication skills

You are comfortable working in a startup environment

You are committed to drive continuous customer satisfaction improvement

You have great attention to detail at a high speed

You show a positive and can-do attitude, taking ownership of ongoing issues, including those that haven’t necessarily been assigned to you, going the extra mile for the customer and eager to solve the root cause rather than taking the easy way out

You are a great team player and appreciate working both individually and as a team