Senior Customer Support

Description

Summary: Handles customer inquiries and complaints, resolves issues, educates customers, and contributes to service improvement and relationship management. Highlights: 1. Serves as the primary contact for diverse customer interactions. 2. Resolves complex customer issues and educates on product features. 3. Builds and maintains strong customer relationships. **Customer Support \& Issue Resolution** * Serve as the first point of contact for customers via phone, email, chat, and in\-person interactions, providing timely, professional, and empathetic support. * Handle complex customer inquiries, complaints, and escalations that require advanced problem\-solving skills and cross\-departmental coordination. * Investigate and resolve customer issues related to products, services, billing, technical support, or account management. * Act as a problem solver for customers by liaising between branches, operations teams, and other internal departments. * Educate customers on product features, service offerings, documentation requirements, and self\-service options. **Quality Assurance \& Process Improvement** * Monitor customer interactions to identify trends, recurring issues, and areas for service improvement. * Maintain accurate records of all customer interactions, complaints, comments, and resolutions in the CRM system. * Prepare and present reports on customer feedback, complaint trends, and service performance metrics to management. * Recommend changes to service processes, policies, or procedures to enhance customer satisfaction and operational efficiency. * Conduct root cause analysis for escalated issues and collaborate with relevant departments to implement corrective actions. **Customer Relationship Management** * Build and maintain strong, long\-term relationships with key customers, ensuring high levels of satisfaction and retention. * Proactively follow up with customers after issue resolution to ensure satisfaction and identify any additional needs. * Provide personalized support to high\-value or VIP customers as needed. * Serve as an escalation point for junior support team members, providing guidance and mentoring. الراتب المدفوع: QAR٧٠٠٬٠٠٠٫٠٠ لكل ساعة موقع العمل: بشكل شخصي