Customer Support Representative

Overview:

Phaza Network is actively searching for a motivated and customer-focused individual to join our team as a Customer Support Representative in Amman, Jordan. As a crucial member of our team, the Customer Support Representative will play a key role in ensuring customer satisfaction by providing prompt and effective support to our clients. The ideal candidate will possess excellent communication skills, a strong attention to detail, and a passion for delivering exceptional service. Fluency in English and Arabic, both written and verbal, is a prerequisite.

Responsibilities:

Respond to customer inquiries and requests via email, phone, and chat in a timely and professional manner, offering accurate information, troubleshooting assistance, and issue resolution.
Identify and assess customer needs and concerns, escalating complex issues to appropriate internal teams for further investigation and resolution.
Ensure customer satisfaction and retention by building rapport, establishing trust, and delivering personalized and empathetic support experiences.
Proactively communicate with customers regarding updates, changes, and resolutions to their inquiries and issues, keeping them informed and engaged throughout the process.
Document and maintain accurate records of customer interactions, inquiries, and resolutions in the CRM system, ensuring thorough and comprehensive documentation for future reference and analysis.
Collaborate with cross-functional teams, including sales, product development, and technical support, to address customer needs, resolve issues, and improve processes and products based on customer feedback and insights.
Contribute to the development and enhancement of customer support resources, including knowledge base articles, FAQs, and training materials, to empower customers to self-serve and resolve common issues independently.
Stay informed about product updates, features, and functionalities, and effectively communicate relevant information to customers, ensuring they have the knowledge and resources needed to maximize the value of our products and services.

Requirements:

Bachelor's degree in Business Administration, Communication, or a related field; relevant certifications or training in customer service or support preferred.
Proven experience in customer support, customer service, or a related field, with a strong track record of delivering exceptional customer experiences and achieving high levels of customer satisfaction.
Excellent communication skills, both verbal and written, with the ability to convey information clearly, concisely, and professionally to customers of varying backgrounds and technical abilities.
Strong problem-solving skills, with the ability to quickly identify issues, assess root causes, and implement effective solutions to resolve customer inquiries and concerns.
Exceptional interpersonal skills, with the ability to build rapport, establish trust, and maintain positive relationships with customers and internal teams.
Ability to multitask, prioritize, and manage time effectively in a fast-paced and dynamic environment, with a high level of attention to detail and accuracy.
Fluency in English and Arabic, both written and verbal, is required.

Required Skills: