Customer Support Representative - Beirut, Lebanon

Job Overview

We’re on the lookout for a Customer Support Representative (CSR) that will be responsible for assisting customers by addressing inquiries, resolving issues, and providing product or service information. The primary goal of the candidate is to ensure customer satisfaction by delivering prompt, professional, and efficient support. He or she will serve as the frontline connection between the company and its clients, making strong communication and problem-solving skills essential for this role. The ideal candidate will also be tasked with maintaining records of customer interactions and following up to ensure resolutions meet customer expectations.

Key Responsibilities

• Handle inbound and outbound calls, emails, or chats to assist customers with their questions or concerns.
• Provide accurate information about products or services, ensuring customers understand how to use them effectively.
• Resolve customer complaints by identifying problems and guiding them through the necessary steps to a resolution.
• Escalate unresolved issues to higher-level support or specialized departments when necessary.
• Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions, in the CRM system.
• Follow up with customers to ensure their issues are fully resolved and they are satisfied with the service.
• Stay updated on company products, services, policies, and procedures to provide accurate and timely assistance.
• Meet or exceed key performance metrics such as call handling time, customer satisfaction scores, and resolution rates.
• Collaborate with team members to share insights, improve processes, and provide the best customer experience possible.
• Offer proactive solutions or suggest relevant products/services based on customer needs and inquiries.

Qualifications

• Proven experience in a customer service or support role is preferred.
• Excellent verbal and written communication skills, with the ability to convey information clearly and professionally.
• Strong problem-solving skills and the ability to handle challenging situations with patience and empathy.
• Familiarity with customer service software (such as Zendesk or Freshdesk) and CRM systems (e.g., Salesforce).
• Ability to multitask and manage time efficiently in a fast-paced environment.
• Strong attention to detail and accuracy when recording customer information and managing interactions.
• Goal-oriented, with a focus on providing high-quality customer experiences.
• High school diploma or equivalent (bachelor’s degree is a plus).
• Flexibility to work in rotating shifts, weekends, or holidays if required.

Benefits

• Competitive salary with commission-based incentives.
• Opportunities for professional development and growth.
• Supportive and dynamic work environment.