Customer Support Specialist

Customer Service
Jordan 🇯🇴
October 2, 2023

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Job Description

Abwaab | Customer Support Specialist

Jordan – Entry level 

Job Description

Abwaab is a fast-growing Jordan-based online learning platform and is currently operating in 5 countries: Jordan, Egypt, Pakistan, Iraq, and Saudi Arabia. Abwaab allows middle and secondary school students to learn at their own pace, test themselves and get ahead with our expert tutors anytime and anywhere. By offering conceptual and engaging video lessons, high-quality assessments with a gamified approach, access to instant live tutoring, and a chance to be a part of an online learning community, we are changing the way students learn outside the classroom.

Responsibilities

  • Respond to customer queries in a timely and accurate way, via phone, email or chat

  • Identify customers’ needs and help them use specific features

  • Update our internal databases with information about technical issues and useful discussions with customers

  • Monitor customer complaints on social media and reach out to provide assistance

  • Share feature requests and effective workarounds with team members

  • Inform customers about new features and functionalities

  • Follow up with customers to ensure their technical issues are resolved

  • Gather customer feedback and share it with our product, sales and marketing teams

Requirements

  • Experience as a Customer Support Specialist/Sales or similar CS role (not less than 1 year)

  • Familiarity with our industry is a plus

  • Experience using help desk software and remote support tools

  • Understanding of how CRM systems work (Zendesk)

  • Excellent communication and problem-solving skills

  • Multi-tasking abilities

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