Customer Support Specialist

Job Description

<p><strong>Join Our Dynamic Team at Guldzon!</strong></p><p><br></p><p>Are you ready to embark on an exciting career journey? Look no further! Guldzon, a leading Egyptian gold trading company, is seeking talented individuals to join our exceptional team. With a strong emphasis on a positive work environment and growth opportunities, Guldzon offers a rewarding experience for passionate professionals.</p><p><br></p><p>Position: Customer Support Specialist </p><p>Location: Cairo, Egypt</p><p>Employment Type: Full-time</p><p>Industry: Global Gold Trading</p><p><br></p><p>Position Overview:</p><p>Provide first level support to the company’s clients by chat, e-mail, and phone.</p><p> Receive requests for assistance and support and respond with the utmost professionalism possible according to the company’s guidelines.</p><p> Represent the company and product at the highest possible level and provide a “WOW” professional and service experience.</p><p> </p><p><strong> </strong></p><p><strong>Responsibilities:</strong></p><p><br></p><p>1. Responding to Customer Inquiries: Answer customer inquiries and provide assistance via various channels, including email, live chat, and phone calls. Address questions about product listings, shipping, returns, and any other customer concerns promptly and professionally.</p><p><br></p><p>2. Troubleshooting and Issue Resolution: Investigate and troubleshoot customer issues, such as order discrepancies, payment problems, and technical difficulties. Collaborate with internal teams, including operations and technical support, to resolve customer issues in a timely manner.</p><p><br></p><p>3. Order Management: Assist customers with order placement, tracking, and modifications. Ensure accurate and efficient order management, including processing returns, exchanges, and refunds.</p><p><br></p><p>4. Product Knowledge: Develop a comprehensive understanding of Guldzon’s products, sellers, and policies. Stay updated with the latest product releases and marketplace features to provide accurate information and recommendations to customers.</p><p><br></p><p>5. Customer Feedback: Actively gather customer feedback and suggestions to help improve the user experience. Provide feedback to the appropriate internal teams to contribute to ongoing product and service enhancements.</p><p><br></p><p>6. Documentation and Reporting: Maintain detailed records of customer interactions, inquiries, and resolutions. Generate reports on customer support metrics and trends to identify areas for improvement.</p><p><br></p><p>7. Customer Education: Educate customers on how to effectively use Guldzon’s platform and features. Provide guidance on navigating the website, creating accounts, managing listings, and maximizing their selling potential.</p><p><br></p><p>Requirements:</p><p>1. Excellent Communication Skills: Strong written and verbal communication skills are essential to effectively interact with customers and provide clear instructions or explanations.</p><p><br></p><p>2. Customer-centric Approach: Display empathy, patience, and a customer-first mindset when addressing customer inquiries and concerns.</p><p><br></p><p>3. Problem-Solving Skills: Possess strong problem-solving abilities to analyze customer issues and find appropriate solutions. Adaptability and resourcefulness are key to resolving complex problems efficiently.</p><p><br></p><p>4. Multitasking and Time Management: Ability to handle multiple customer inquiries simultaneously while maintaining attention to detail and meeting response time targets.</p><p><br></p><p>5. Product Knowledge: Familiarity with e-commerce platforms and an interest in handmade products or crafts is beneficial. Quick learning and the ability to grasp new information about Guldzon’s offerings is important.</p><p><br></p><p>6. Technology Proficiency: Comfortable using customer support tools, CRMs, and various communication channels. Basic knowledge of common technical issues and the ability to guide customers through troubleshooting steps is an advantage.</p><p><br></p><p>7. Team Player: Collaborate effectively with cross-functional teams to ensure seamless customer experiences and contribute to a positive work environment.</p><p><br></p><p><strong>Why Work at Guldzon?</strong></p><p>Join Guldzon to experience a positive work environment, seize growth opportunities, enjoy competitive compensation, be part of an exciting industry, and maintain a healthy work-life balance. Become a valuable member of our team and contribute to our mission of revolutionizing the gold trading industry. Apply now and take the next step in your career journey with Guldzon!</p><p><br></p>