Customer Help and Support Specialist Vacancy    

Number of positions (1) Experience (+4 years)
Location (Sana’a)
Deadline: 11/05/2021

Waleed Alharazi & partner Company - Independent Member of Geneva Group International for auditing and consulting, which is one of the leading companies in Yemen in the field of auditing and consulting and a member of Geneva Group International (GGI), which is one of the world's leading companies and present in more than 120 countries around the world. We have been assigned to hire customer help and support specialist with strong knowledge, experience, skills and values, to work for a leading group in Yemen, below is a summary of the job information.

Job description

As customer help and support specialist, you will use different communication channels such as live chats, phone, email, social media, face-to-face … etc. to receive, support and help visitors and customers inquires. You will be responsible to maintain customers and visitors’ satisfaction, greeting them, analyze their issues, answer questions about our software and mobile apps products and services. For example, you will help customers in different areas such as providing guidance, order modification issues, dispute resolution, and manage feedback. As customer help and support specialist, you will resolve complex
clients and visitors’ issues in a fast-paced, customer critical environment, working on improving processes, standards and strategies to perfect our Support Services.

You will:

• Manage all customer inquiries from open to closure, using different channels and received from different stakeholders.
• You will help customers in different areas such as providing guidance, order modification issues, dispute resolution.
• Resolve issues while working closely with multi-functional teams.
• Receive visitors calls / messages, greeting them and analyze their inquiries.
• Determine priority levels while negotiating and setting expectations with customers
• Ensure the customer is communicated with in a timely manner and treated with the highest degree of respect.
• Drive excellence through quality closures and proper escalation of issues.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Recording details of comments, inquiries, complaints, and actions taken in the CRM or other systems.
• Provide and manage feedback for improvement.
• Other duties as assigned.

Essential Requirements

• Bachelor’s degree in IT, management or other related areas.
• Minimum 4 years of customer support in web solutions and mobile apps.
• Strong problem-solving, negotiating skills.
• First-rate interpersonal skills, phone etiquette and work ethic.
• Experience in using ticketing systems, and ability to manage tickets from opening, escalation, and follow up until close tickets in timely manner.
• High proficiency in using computers.
• Usage of MS Office suite (MS Outlook, MS Word and MS Excel, PowerPoint)
• Knowledge in cloud environments.
• Ability to work with others in a close manner.
• Good multi-tasking skills.
• Positive attitude and work with different teams.
• Able to react effectively and calmly in emergencies.
• Able to maintain customer confidentiality and satisfaction.
• Excellent communication skills, in both languages Arabic and English (reading, writing, and listening).

Values

We are looking for people who have values as:

• Strong work ethic.
• Dependability and Responsibility.
• Positive attitude.
• Adaptability.
• Honesty and Integrity.
• Self-Motivation.
• Motivated to Grow and Learn.
• Professionalism.
• Loyalty.

Nice to have:

• Experience and knowledge in Odoo information management systems.