FAQs
What is the main responsibility of the Customer Support Agent?
The main responsibility is to ensure that all clients receive the support and attention they require, while proactively finding new ways to improve processes and client onboarding.
Is this a traditional customer support role?
No, this is not a typical client support role; it requires creativity and problem-solving skills to enhance client experiences and processes.
What are the primary communication channels for client interactions?
The primary communication channels include live chats, support emails, and phone calls.
Are there compliance requirements for this role?
Yes, all communication must be compliant with financial regulations, which is a top priority for this position.
What qualifications are required for this position?
Candidates should have excellent English speaking and writing skills, must be able to speak and read Arabic, and have 2-4 years of work experience in customer services.
What type of experience is preferred for this role?
Previous experience in customer service is preferred, and experience with CRM systems like Zendesk is considered a plus.
What are the working hours for this position?
The Customer Support Agent must be available to work evenings and weekends as per the schedule and shift rotation.
Is multitasking important in this role?
Yes, the ability to multitask and meet tight deadlines is crucial for successfully handling client inquiries and support.
Will there be any training provided for this role?
Yes, candidates will be trained to provide the necessary support to clients while adhering to regulatory restrictions and best practices.
How will performance be monitored in this role?
The Customer Support Agent will provide regular updates and reports to management on performance, ensuring that open tickets are closed within approved SLAs.