Customer Support Specialist

19 hours ago

Muscat, Muscat, Oman Gargash Enterprises Full time

JOB OVERVIEW

The Customer Support Specialist is responsible for providing exceptional support to customers, addressing inquiries, resolving issues, and ensuring overall performance.

KEY DUTIES AND RESPONSIBILITIES

  • Support the establishment and maintenance of quality assurance processes to monitor and improve the quality of customer interactions.
  • Assist customers in resolving issues and problems, escalating complex cases to higher-level support as needed.
  • Track key performance indicators (KPIs) to measure customer satisfaction.
  • Assist with the development and implementation of policies and procedures that ensure efficient Customer Services operations.
  • Accurately record and document customers issues, feedback, and resolutions for reference and analysis.
  • Collect customers feedback and insights to understand pain points and areas for improvement, ensuring a customer-centric approach.
  • Assist with defining processes for new customers in getting started with products/services, offering guidance and training to the customers as needed.
  • Analyse customer feedback to identify areas for improvement and collaborate with the team to enhance customer support processes.
  • Uphold company values throughout business practices and use sound judgment in decision making.
  • Any other additional duties as may be required by management based on needs of the business.

POSITION REQUIREMENTS

WORK EXPERIENCE

  • A minimum of 3 to 5 years in related field.
  • Proven experience in customer relationship management, account management, or related roles.

EDUCATIONAL QUALIFICATION

  • Relevant bachelor's degree in related field.

SKILLS/BEHAVIOR ATTRIBUTES

  • Exceptional interpersonal and communication skills, both written and verbal.
  • Customer-centric mindset.
  • Strong problem-solving abilities and a proactive approach to customer issues.
  • Proficiency with customer service software and CRM tools.
  • Ability to multitask and remain composed in high-pressure situations
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