dubizzle Lebanon

Customer Success Executive

dubizzle Lebanon

full-time

Posted on:

Origin:  • 🇱🇧 Lebanon

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Job Level

Junior

About the role

  • Respond to customer support tickets via the online ticketing system in English or Arabic based on pre-set macros and scripts, when available.
  • Escalate new cases and propose updates to the macros and scripts.
  • Escalate cases requiring other stakeholders, including product development, operations, or other departments.
  • Collaborate with other stakeholders, such as Product Development and Operations, to escalate and address cases requiring their involvement.
  • Follow up on complicated customer calls where required.
  • Handle and resolve customer complaints regarding product sales to customer service problems.
  • Provide customers with OLX's service and product information.
  • Research the required information using available resources.
  • Identify, escalate priority issues and report to the high-level management.
  • Document all cases in the customer support system and support in the production of weekly and monthly reports on customer support activity.
  • Make recommendations for products or services that may better suit client needs.
  • Answer phones from customers professionally, responding to customer inquiries and complaints if needed.
  • Review listings submitted on OLX Lebanon platform and approve or reject them based on pre-set guidelines and knowledge base while editing fields manually if needed.
  • Escalate new moderation cases and propose updates to the knowledge base accordingly.
  • Conduct a review of a sample of listings after they go live and reject if needed based on pre-set guidelines and knowledge base.
  • Process and review accounts that have been flagged for review of potentially sensitive content to ensure there are no violations of policies.
  • Consistently meet daily and weekly targets, including number of manually moderated listings and number of accounts reviewed.
  • Other duties as assigned.

Requirements

  • Bachelor’s degree in business management, marketing, sales, or other relevant subjects.
  • 1 to 2 years of relevant experience.
  • Experience using help desk software and remote support tools.
  • Experience using CRM software, specifically Zendesk.
  • Fluency in Arabic and English.
  • Proficiency with computers and strong typing skills.
  • Familiarity with our industry is a plus
  • Ability to collaborate closely with colleagues and contribute effectively in a team environment.
  • A proven team player, fostering a positive and cooperative workplace culture.
  • Detail-oriented, ensuring accuracy and high quality of work.
  • Displays curiosity and eagerness to learn and grow.
  • Shows empathy in interactions with clients and colleagues.
  • Exercises patience when handling complex situations or customer concerns.