CX Operations Associate
Soum
full-time
Posted on:
Location Type: Remote
Location: Egypt
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About the role
- Serve as the primary point of contact for customer inquiries, providing prompt and professional assistance via email, phone, and live chat.
- Proactively engage with customers to understand their needs, address concerns, and identify opportunities for upselling or cross-selling.
- Guide customers through the onboarding process, ensuring a smooth and seamless transition to our platform.
- Collaborate closely with cross-functional teams, including Sales, Product Development, and Marketing, to advocate for the customer and drive product improvements.
- Monitor customer feedback and sentiment, leveraging insights to implement strategies for continuous improvement.
- Conduct training sessions and create educational materials to empower customers to maximize the value of our products.
- Maintain accurate records of customer interactions and track key metrics related to customer satisfaction and retention.
Requirements
- Bachelor’s degree in Business Administration, Marketing, or a related field.
- Proven experience in a customer-facing role, preferably in a SaaS or technology company.
- Exceptional communication skills, both written and verbal, with a keen ability to empathize and connect with customers (**Saudi Dialect Required).**
- Strong problem-solving skills and the ability to think creatively to resolve customer complaints.
- Proficiency in CRM software and other relevant tools for managing customer interactions.
- Ability to multitask and prioritize effectively in a fast-paced environment.
- **A personal laptop and a stable internet connection are mandatory for this role.**
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
CRM softwarecustomer satisfaction metricscustomer retention metrics
Soft Skills
communication skillsproblem-solving skillsempathymultitaskingprioritization