Abwaab | Customer Support Specialist
(Iraq)
Abwaab is a fast-growing Jordan-based online learning platform and is currently operating in 5 countries: Jordan, Egypt, Pakistan, Iraq, and Saudi Arabia. Abwaab allows middle and secondary school students to learn at their own pace, test themselves and get ahead with our expert tutors anytime and anywhere. By offering conceptual and engaging video lessons, high-quality assessments with a gamified approach, access to instant live tutoring, and a chance to be a part of an online learning community, we are changing the way students learn outside the classroom.
Responsibilities:
Respond to customer queries in a timely and accurate way, via phone, email or chat
Identify customer needs and help customers use specific features
Update our internal databases with information about technical issues and useful discussions with customers
Monitor customer complaints on social media and reach out to provide assistance
Share feature requests and effective workarounds with team members
Inform customers about new features and functionalities
Follow up with customers to ensure their technical issues are resolved
Gather customer feedback and share it with our Product, Sales, and Marketing teams
Requirements
Experience as a Customer Support Specialist/ Sales or similar CS role
Familiarity with our industry is a plus
Experience using help desk software and remote support tools
Understanding of how CRM systems work (Zendesk)
Excellent communication and problem-solving skills
Multi-tasking abilities
Patience when handling tough cases