The Customer Support Specialist acts as a liaison between the Service Support team and internal stakeholders such as Carrier Relations, Account Managers, Development, and Product Teams while also managing interactions with customer contacts globally. This role ensures that customer requests and incidents are addressed in line with contracted SLAs and quality standards. Responsibilities include incident management, service continuity, reporting, and other tasks to meet business needs. The role aims to deliver excellent customer experiences and manage real-time service levels, producing weekly and monthly schedules, calls, and reports.
Main Areas of Responsibility
Strategic Responsibilities
1. Quality Assurance and Optimization Enhance end-to-end diagnostics and resolution before involving concerned parties. Help archive communications and transactions using relevant sources and processes. Participate in designing and developing efficient customer processes by providing input and creating reports.
2. Customer Service Excellence Ensure the department provides World Class Customer Service at all times. Keep communication channels with technical developments in CEQUENS platforms open and relay necessary updates to customers. Manage ongoing relationships with internal and external customers with a focus on world-class communication.
Operational Responsibilities
1. Incident and Service Continuity Management
o Receive and handle incidents promptly, ensuring detailed and timely responses.
o Follow Incident Management best practices, including SLA escalations and lifecycle management.
o Troubleshoot incidents before escalation and stay updated on technical developments.
o Properly communicate and keep informed of system outages globally.
2. Documentation and Reporting
o Follow the documentation process and stay informed about updates.
o Consolidate global/regional reports for customers and ensure timely delivery to agreed quality standards.
o Produce the weekly and monthly schedules, calls, and reports.
3. System Monitoring and Innovation
o Monitor all system/traffic behavior for any irregularities.
o Participate in daily/weekly review meetings with account management, customers, and team members.
o Schedule ad-hoc training requests in consultation with relevant areas.
o Ensure efficient and effective dissemination of information to the team.
4. Team Coordination and Training
o Participate in daily/weekly review meetings with account management, customers, and team members.
o Schedule ad-hoc training requests in consultation with relevant areas.
o Ensure efficient and effective dissemination of information to the team.
Requirements
Experience
· Minimum of 2-3 years of experience in customer support, ideally within the telecom or technology sectors.
· Proven ability to coach and lead a customer support team effectively.
Education
· Bachelor's degree in Business, Information Technology, or a related field.
Skills
· Strong communication skills to effectively manage customer and team interactions.
· Excellent problem-solving skills to efficiently resolve customer issues and improve service processes
Thanks for visiting our Job Board. Please review our open positions and apply to the positions that match your qualifications.Cequens is a leading cloud communication platform in the Middle East and Africa region that provides Omni-Channel communication API’s enabling enterprises and developers to communicate with their customer base worldwide. Cequens’ proprietary Communication Platform leverages SMS, Voice, Push Notification, email, and Chat Apps APIs that is scalable, secure, reliable, and trusted by more than 500 enterprises worldwide, including HSBC, SAP, Google, Careem, Telegram, Anghami, SWVL, and AlRajhi Bank.We’re in the business of simplifying communications and building bridges to allow businesses to communicate with their customers, no matter where they are. Simply put, we enable enterprises to improve their digital customer experience by providing them with the tools to communicate with their customer in real time via voice, messaging services, and phone messaging.
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Customer Support Specialist Q&A's