Job Summary

We are seeking an experienced Senior Customer Support Specialist to provide exceptional customer service, resolve complex customer issues, and support continuous improvement initiatives. The ideal candidate will serve as a subject matter expert, mentor junior team members, and collaborate with cross-functional teams to enhance the overall customer experience.

Key Responsibilities

• Handle and resolve complex customer inquiries, complaints, and escalations through phone, email, chat, and other communication channels.

• Deliver high-quality customer service while maintaining customer satisfaction and loyalty.

• Investigate issues, identify root causes, and provide effective solutions.

• Monitor and meet established Service Level Agreements (SLAs) and performance metrics.

• Maintain accurate records of customer interactions in CRM and ticketing systems.

• Collaborate with internal teams such as Operations, Product, Sales, and Technical Support to resolve customer concerns.

• Assist in developing and updating customer support processes, knowledge base articles, and documentation.

• Train, mentor, and support junior customer service representatives.

• Analyze customer feedback and recommend process improvements.

• Prepare reports on customer trends, recurring issues, and service performance.

• Social Security Fund (SSF) Facility

• Lunch Facility Provided

• Friendly and Professional Work Environment

• Career Growth Opportunities