CX Operations Associate

Role Overview:

Work Schedule: Rotational working days and hours.

Key Responsibilities:

• 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.

Required Skills and Qualifications:

• 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.

Preferred Skills and Qualifications:

• Experience working with Freshdesk or similar customer support platforms
• A passion for technology and a willingness to learn and adapt to new technologies and processes
• Certification in customer service or related fields is a plus