Identification and Customer Success

Customer Support Agent

Tunisia, Tunis   |   Full Time

Job role:

We’re on the lookout for a Customer Support agent who'll help us manage different channels and respond to customer's needs in a timely manner. We pride ourselves in being customer obsessed, and we want everyone to have the best experience interacting with and using our product. Your job would be critical in making that happen! 


Responsibilities:

  • Help customers by providing product and service information and resolving reported issues.
  • Attract potential customers by clearly answering product and service questions and suggesting information about other products and services offered by Flouci.    
  • Collect messages sent by customers across all our channels (on social media, via email, sent by the call center) and log reported issues in our internal support software to be dispatched to the appropriate teams.    
  • Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.    
  • Recommend potential products or services to management by collecting customer information and analyzing customer needs.
  • Communicate and coordinate with the identification center and technical team to solve user issues and make the support process more efficient for all involved parties.                       
  • Contribute to weekly and monthly reports to be shared internally with our team and our partners.      
  • Attend meetings and coordinate with our partners to maintain and improve the current quality of service.

Requirements:

  • Excellent French skills and good English and Arabic skills
  • A natural conversationalist with good communication and social skills 
  • Organized and focused
  • Previous experience in customer support is a plus

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