Job Description – Customer Support Agent

Department: Customer Support

Company: Dieture

Location: Doha, Qatar

Role Overview:

As a Customer Support Agent, you will be the front line for handling customer inquiries, resolving issues, and ensuring that every customer has a positive experience with our products and services. You will work directly with customers via phone, email, chat, and social media to address their concerns and provide timely solutions.

Key Responsibilities:

● Customer Support: Respond to customer inquiries via multiple channels (phone, email, live chat, social media) in a professional and timely manner.

● Issue Resolution: Troubleshoot and resolve customer issues by diagnosing problems, offering solutions, and ensuring customer satisfaction.

● Product Knowledge: Develop and maintain a deep understanding of the company’s products and services to provide accurate, effective support.

● Customer Education: Assist customers in understanding how to use products/services, providing guidance and tips as needed.

● Documentation: Maintain detailed records of customer interactions, issues, and resolutions in the company’s CRM system.

● Escalation Management: Identify and escalate complex or unresolved issues to CS Manager or relevant departments.

● Customer Feedback: Collect feedback from customers and suggest process improvements based on customer insights.

● Collaboration: Work with internal teams (sales, technical, etc.) to ensure smooth customer experience and resolve recurring issues.

Education & Experience:

● Bachelor’s degree in Business or a related field (preferred).

● Prior experience in a customer support or service role (2-4 years preferred).

● Experience in F&B industry is preferred.

Skills:

● Excellent verbal and written communication skills, with the ability to communicate clearly and professionally.

● Strong problem-solving abilities and the ability to think critically under pressure.

● Technical Proficiency in using CRM software and basic office applications.

● Fluency in Arabic and English language.

● Multi-tasking ability to manage multiple customer inquiries and tasks simultaneously while maintaining attention to detail.

● Passion for delivering exceptional customer service and helping others.

Personal Attributes:

● Empathy: Ability to understand and relate to customer concerns and needs, offering thoughtful solutions and demonstrating genuine care.

● Patience: Ability to remain calm and composed, even during challenging interactions with upset customers.

● Adaptability: Ability to quickly adjust to new products, services, or changes in customer expectations while maintaining a positive attitude.

● Attention to Detail: A keen eye for detail when entering information into systems or handling customer issues to ensure accuracy and completeness.

● Team Player: Strong collaborative spirit and willingness to assist colleagues and work toward common team goals.

● Self-Motivated: Proactive in finding solutions and taking initiative in managing workload, with the ability to work independently.

● Positive Attitude: A friendly, approachable demeanor that creates a welcoming environment for customers and teammates alike.

● Resilience: Ability to handle constructive criticism and use it as an opportunity for personal and professional growth.

What Success Looks Like:

Success in this role will be measured by your ability to effectively engage with customers, resolve issues in a timely manner, and maintain high levels of customer satisfaction. You will know you're succeeding when:

• Customer Satisfaction:

● Consistently receiving positive feedback from customers, ensuring they feel valued, heard, and satisfied with the solutions provided.

● High customer retention rates due to excellent support and relationship-building.

• Efficiency in Handling Inquiries:

● Maintaining quick response times and high-resolution rates with minimal back-and-forth or escalations.

● Effectively managing a high volume of inquiries while maintaining a positive customer experience.

• Problem-Solving and Resolution:

● Successfully resolving customer issues and providing clear solutions that meet their needs, resulting in fewer follow-up issues or repeat inquiries.

● Effectively addressing recurring problems and identifying opportunities to prevent future issues.

• Collaboration and Communication:

● Seamlessly collaborating with internal teams to share valuable insights and ensure smooth resolutions to customer challenges.

● Maintaining clear, professional, and transparent communication with both customers and colleagues.

• Product Knowledge Mastery:

● Demonstrating strong product knowledge during customer interactions and consistently using this knowledge to provide accurate support.

● Actively contributing to knowledge-sharing efforts, ensuring updated information is available for both customers and team members.

• Achievement of Key Performance Metrics:

● Meeting or exceeding performance metrics such as average response time, customer satisfaction (CSAT) scores, first-contact resolution rate, and ticket resolution time.

What we offer:

● Competitive Package.

● Opportunities for professional growth and career advancement.

● A supportive, collaborative, and inclusive team environment.

● Access to product training, and industry insights.

Diversity and Inclusion:

At Dieture, we are committed to fostering a diverse and inclusive workplace. We welcome applications from candidates of all backgrounds.

Work Location: In person