Title: Customer Support Associate
Reporting to: Senior Director, Consumer Channels
Department: Consumer Channels
Location: Cairo
What You’ll Be Working On:
Customer Support (40%)
- Customer-facing everyday: provide best-in-class customer support to all customers; fielding questions and providing upbeat, customized support
- Review ticket responses to meet quality standards and improve current processes where necessary
- Maintain alignment with all brand and marketing initiatives, and be up-to-date with new launches, new materials, sizing etc.
Customer Experience (30%)
- Resolve customer requests in a timely manner by going above and beyond to ensure a consistently great experience and satisfactory resolution to all customer interactions
- Identify customer needs or desires in order to recommend the appropriate products and drive for sales increasing solutions
- Deliver surprise and delight moments to ensure an exceptional experience where possible
Reporting and Operations (30%)
- Tackle day to day operational tasks, such as processing and facilitating returns/exchanges between customers and fulfillment team
- Report on key customer service metrics and share learnings and insights regularly
- Coordinate/liaison between customers, fulfillment/warehouse team and in-store sale associates
- Maintain alignment with all brand and marketing initiatives, and be up-to-date with new launches, new materials, sizing etc.
What You’ll Bring
Adaptability
Ability to think resourcefully and react to changing business demands; quick to respond to situations with positivity and a bias to action
Communication
Demonstrates awareness by adjusting language and terminology, both written and verbally, for intended audience to clearly convey ideas and address opportunities
Relationship Management
Demonstrates ability to manage and build individual and team interactions that support the organization in fostering community, teamwork, and builds internal and external credibility
Additional Requirements:
- 1+ years experience in a customer facing environment in either customer service or hospitality
- Proficient in written and verbal English
- Easily adaptable to an ever changing work environment
- Ability to work nights and/or weekends