Customer Support Specialist

About this role

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 & can-do attitude to offer the most amazing, friendly, and helpful CX. You are an excellent listener, passionate and empathetic and utilize these strong assets to ensure positive communication when dealing with all stakeholders internally & 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/Dev. 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 & 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 & solve complaints with ease and confidence.
Achieve Individual & Team KPI: SVL, CSAT, Chat bot performance and other contact handling metrics.
Participate in developing new processes to gain efficiency & develop new products to enhance customer experience working cross-functional: partner with engineering & 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 multi-tasking 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 & 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 to work both individually and as a team.