Customer Support Executive

Job description / Role

We are seeking a talented and responsible Customer Support Executive to join our team, with a preference for bilingual candidates proficient in Italian, English or Spanish, English or with excellent command of English. This role's primary focus is handling payments and promptly addressing any issues customers encounter while purchasing online. The ideal candidate will possess 1-2 years of experience in customer service, with a background in e-commerce operations.

Key Responsibilities:
Technical Skills:
• A solid technical background, including experience in troubleshooting technical issues and familiarity with e-commerce.
• Provide exceptional customer support in written and verbal communication channels, including email, chat, and phone, to assist customers with payment-related inquiries and subscription purchases.
• Proficiently use customer support tools such as Zendesk, LiveChat, CRM, and other relevant platforms for navigation and testing.
• Serve as the primary point of contact for efficiently and effectively resolving billing issues, payment discrepancies, and transaction errors.
• Proactively contact customers experiencing difficulties during online purchasing to provide assistance and ensure a seamless experience.
• Collaborate closely with the finance and technical teams to investigate and resolve payment-related issues and ensure accurate billing.
• Maintain detailed and accurate records of customer interactions, payments, and resolutions in the CRM system.
• Monitor payment processing systems to identify and escalate any technical issues impacting transactions, working to ensure timely resolution.
• Assist in optimizing the payment process to enhance customer satisfaction and streamline operations, providing valuable feedback based on customer interactions.
• Stay updated on company products, services, and policies to provide accurate customer information and address inquiries effectively.
• Continuously seek opportunities to improve customer support processes and contribute to overall team efficiency and effectiveness.

Salary:
AED 3,000 to 4,000 per month inclusive of fixed allowances.

Requirements

• 1-2 years of experience in customer service, preferably in an e-commerce or subscription-based industry.
• Experience with Zendesk, LiveChat, CRM, and other customer support tools
• Proficiency in Excel, pivot, vlookup, and reporting.
• Proficiency in English and one of the following languages: Italian, Spanish, or with strong communication skills in both languages (written and verbal).
• Excellent communication skills, with the ability to effectively convey information and troubleshoot customer issues.
• Strong analytical and problem-solving skills, with the ability to navigate complex payment-related inquiries and discrepancies.
• Experience using CRM software and other customer support tools to manage interactions and maintain accurate records.
• Ability to work independently and collaboratively in a fast-paced environment, demonstrating adaptability and resilience.
• Flexibility to work non-traditional hours, including evenings and weekends, based on customer needs.
• A positive attitude, patience, and a genuine desire to assist customers in resolving their concerns are key to providing excellent service.

About the Company

Welcome to the Augmented Era - creator of multiple global brands.

We engineer a place of work bringing together an unparalleled and ever-expanding range of solutions, accessible to anyone to thrive and expand in the evolving digital world - equipping the current generation for the future.