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Customer Support Specialist (Arabic & English)

What We Do


At Coda, we break down barriers between publishers and their audiences by thinking outside of the app. Coda is trusted by 300+ top digital content publishers  – including industry giants Activision Blizzard, Bigo, Electronic Arts, Riot Games, and Zynga – to grow revenue, profit margins, and customer engagement in 60+ markets with ease. For publishers, this means less lift, more players and more payers. For players, Coda’s solutions allow them to pay for play their way.


Our winning formula? A laser-focused, pragmatic attitude coupled with an unwavering commitment to excellence. We are customer-centric, creative, and solution-oriented, always delivering to our users the top-tier entertainment content they want at competitive prices.


If you’re ambitious, bold and ready to take your career to the next level, get in touch!



Customer Support at Coda 


Join Coda's Customer Support team, where we treat both B2B and B2C clients as our front-line heroes. We are committed to delivering top-notch customer experiences 24/7, outperforming boundaries to provide empathetic and real-time support.


To excel in our team, you should be a people person with superb communication skills, a natural team player, and a problem-solving ace. We are looking for someone with a customer-centric mindset to care for our internal and external clients, embodying our core value of customer focus in everything they do.




Responsibilities
  • Ensure that our customers have a great experience using our service by responding to their questions via phone, SMS, e-mail, Facebook, CRM, and any other way that customers might think of to get in touch with us.
  • Liaise with our mobile operator, Merchants and other partners as required to help quickly resolve any problems that customers have using our service.
  • Perform marketing activities with close collaborations with our marketing team.
  • Assist to conduct and carry out transaction tests to identify any potential issues of payment channels


Requirements
  • At least 2 years experience in an online or digital customer-focused role
  • Positive personality and attitude
  • Flexible to changes and has a sense of urgency
  • Excellent problem-solving skills
  • Time management skills
  • Good communication skills in Arabic, and English to answer customers' queries in Arabic, and English
  • Comfortable with shift schedules


Please submit your resume in English


Working at Coda


Joining the Coda team means diving into a fast-paced, challenging, and exciting world. With Codans spread across over 30 countries around the world, our highly collaborative environment breaks down time zones and cultural barriers, empowering you to chase innovative ideas, contribute to Coda’s growth, and make a lasting impact. 


If you have a passion for pushing boundaries, and thrive on continuous improvement through experimentation, we'd love to hear from you!



Our Perks*


WFH Support: Get a monthly allowance to cover your work-from-home expenses and keep you connected.


Wellness Boost: Stay healthy with resources for physical and mental well-being with our flexible benefits and Employee Assistance Program - because you matter!


Customized Benefits: Tailor your benefits with our flexible plan.


Growth Opportunities: Unlock your potential through clear progression paths.


Skill Development: Access training resources to fuel your personal and professional growth.


Volunteer Time Off: Enjoy paid time off to make a difference in the world through volunteering.


Family Care: Take advantage of paid Family Care Leave to bond with your family, while our selected Flexible Benefits also cater to your family's needs.


*Benefits are reviewed and updated on a yearly basis


We are proud to be an equal opportunity employer, embracing the unique qualities of every individual, regardless of gender, race, age, religion, disability, or other local protected classes. Our goal is to foster an inclusive environment where everyone feels welcome and valued.


Due to the large number of exceptional applications we receive, we can only reach out to shortlisted candidates. If you don't hear from us, rest assured there may be another opportunity at Coda that aligns better with your unique abilities. Remember to check our Careers Page for more exciting job openings!

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What You Should Know About Customer Support Specialist (Arabic & English), Coda

At Coda, we're on a mission to reshape the way digital publishers connect with their audiences. As a Customer Support Specialist (Arabic & English) based in Jakarta, Indonesia, you'll be at the forefront of our customer experience efforts. We pride ourselves on providing exceptional support to both B2B and B2C clients, ensuring that every interaction is positive and impactful. Your role will involve responding to customer inquiries through multiple channels, including phone, SMS, email, and social media. You're not just solving problems; you're building relationships and delivering top-notch experiences that keep our clients coming back. With over two years of experience in a digital customer-oriented position, your strong communication skills in both Arabic and English will be crucial as you connect with customers and help resolve their queries. At Coda, we value flexibility, empathy, and a proactive attitude – crucial traits that will help you thrive in our fast-paced environment. Collaborating with our marketing team and assisting with transaction testing are also part of your responsibilities. If you're excited to empower users with our innovative solutions and you're ready to join a team that celebrates creativity and growth, we want to hear from you! The perks of working at Coda go beyond just a competitive salary; enjoy work-from-home support, wellness initiatives, and opportunities for personal development. Join us in creating exceptional digital experiences and make your mark in the industry!

Frequently Asked Questions (FAQs) for Customer Support Specialist (Arabic & English) Role at Coda
What are the main responsibilities of a Customer Support Specialist at Coda?

In the role of Customer Support Specialist at Coda, your primary responsibilities revolve around ensuring that customers have a great experience using our services. This includes responding to inquiries via channels such as phone, SMS, email, and social media, addressing any concerns they may have. You will also collaborate with mobile operators and partners to resolve issues rapidly, conduct transaction tests to identify potential problems, and perform marketing activities alongside the marketing team. It's a multi-faceted position that combines customer service, technical support, and marketing insights.

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What qualifications are needed to apply for the Customer Support Specialist position at Coda?

To apply for the Customer Support Specialist position at Coda, candidates typically need at least two years of experience in a digital or online customer-focused role. It is crucial that applicants possess excellent communication skills in both Arabic and English, along with a positive, adaptable personality. Strong problem-solving skills, time management abilities, and the willingness to work flexible shift schedules are also essential capacities for excelling in this position.

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What is the work environment like for Customer Support Specialists at Coda?

Customer Support Specialists at Coda enjoy a dynamic, fast-paced work environment characterized by collaboration and innovation. With team members located in over 30 countries, the company breaks down time zones and cultural barriers, fostering a sense of inclusion and teamwork. You'll be working alongside a diverse group of professionals who share a passion for creativity and a commitment to continuous improvement, providing the perfect backdrop for personal growth and exciting career opportunities.

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What types of support do Customer Support Specialists offer at Coda?

Customer Support Specialists at Coda provide empathetic, real-time support tailored to both business and consumer clients. This support manifests in various forms, including answering queries related to services, resolving technical issues, and helping customers navigate the payment process. There is also an emphasis on creating great experiences through proactive support and clear communication. The role is all about valuing each customer interaction and making a lasting positive impact.

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What growth opportunities exist for Customer Support Specialists at Coda?

Coda emphasizes growth and career advancement for its Customer Support Specialists, offering clear progression paths and skill development resources. Employees can access training programs to enhance their professional capabilities and navigate their career trajectory actively. Moreover, Coda supports employees through various initiatives, including mentorship and coaching opportunities, allowing them to leverage their strengths and pursue their passions within the organization.

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Common Interview Questions for Customer Support Specialist (Arabic & English)
Can you describe your experience in customer support and how it relates to the role of Customer Support Specialist at Coda?

In your response, emphasize specific situations where you've successfully assisted customers, highlighting problem-solving skills and effective communication. Tailor your examples to show how your experience aligns with Coda's approach to customer service, focusing on empathy and innovative solutions.

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How do you handle difficult or angry customers?

Talk about your strategies for remaining calm and composed, demonstrating empathy, and listening actively. Explain how you would seek to understand the customer's issue fully before working towards a resolution, ensuring that they feel heard and valued.

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What tools and software have you used in previous customer support roles?

Detail your experience with customer relationship management (CRM) systems, live chat tools, and other communication software. Clarify how these tools helped you improve efficiency and customer satisfaction within your previous roles.

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How would you manage multiple customer inquiries at the same time?

Provide insights on your time management strategies, such as using software tools or prioritizing tasks efficiently to ensure timely responses. Highlight your ability to multitask and maintain quality support even under pressure.

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Can you give an example of a time you went above and beyond for a customer?

Share a specific story that highlights your dedication to customer satisfaction. Focus on the actions you took that exceeded expectations and the positive outcomes that resulted, ensuring to connect this back to how it aligns with Coda's mission.

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What do you believe are the core values necessary for success in customer support?

Discuss values such as empathy, communication, problem-solving, and adaptability. Explain how these align with Coda's customer-centric approach and how you embody these traits in your work.

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How would you approach a situation where you don't know an answer to a customer's question?

Explain your method for effectively handling such situations, such as acknowledging the question, assuring the customer that you will find the answer, and following up promptly. This demonstrates your commitment to customer service.

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What is your understanding of Coda’s products and services?

Research Coda’s offerings before the interview and share your insights into how these products benefit customers. Your knowledge will show genuine interest in the position and the company's mission.

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Why do you want to work as a Customer Support Specialist for Coda?

Express your enthusiasm for Coda’s innovative solutions and commitment to customer satisfaction. Share how the role aligns with your career goals and how you admire Coda’s work culture and values.

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How do you prioritize tasks in a busy work environment?

Detail your strategy for assessing urgency and importance when managing multiple tasks. Highlight any tools or methods you use to keep organized and effective in ensuring all customer needs are met promptly.

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Coda started in 2014 with a simple observation: In a world full of pre-built tools and applications, why do documents and spreadsheets seem to run the world? The founding Coda team crossed paths at Google, YouTube, and Microsoft, where they saw th...

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DATE POSTED
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