Customer Support Representative

About the role

We are looking for talented customer service agents who speak excellent English and, or Arabic. You should deliver personalized service to our customers who reach out via telephone, email, chat, and social media and engage with them professionally in order to achieve customer satisfaction metrics, generate revenue, and meet our customer experience strategy.

What you’ll be doing:

  • Deliver prompt and professional solutions with proactive troubleshooting via phone, email, messaging, WhatsApp chat etc. in order to resolve customer problems.
  • Resolve product or service problems by clarifying customer concerns, determining the cause of the problem, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure customer satisfaction is achieved.
  • Maintain and manage exemplary knowledge of products and services offered by YAP and proactively seek out information where required.
  • Complete fraud prevention checks.
  • Gather and document appropriate information relevant to the investigation and resolution of the customer’s query or issue, and escalate if necessary.
  • Maintain a balance between company policy and customer benefit in decision making to handle issues in the best interest of both customer and company.
  • Ensure interactions with customers are as per YAP’s set procedures and regulations in order to ensure service quality is adhered to at all times.
  • Maintain target levels of productivity in relation to performance metrics e.g. quality scores, resolution rate, customer satisfaction, attendance, punctuality, average handling times, etc.
  • Log and immediately highlight any call trends once identified.
  • Record and maintain prospects’ details and report as required. Assist in the response to any emergency or major operational disruption

What You’ll Need

  • A bachelor’s degree, with a relevant master’s degree preferred or a professional qualification from an internationally recognized body.
  • 1-3 years of strong background in working with a contact center.
  • Ability to communication clearly and have great interpersonal skills.
  • Ability to communicate and write in English and Arabis is required.