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Customer Support Specialist

As a Customer Experience Specialist, you are responsible for driving world class customer experience, answering our customers calls/emails/chat in a timely manner with outstanding emotionally intelligent support in the GCC markets. You are a brand champion, with incredible problem-solving skills and are not afraid of difficult questions, troubleshooting issues with the customer and providing as much information as possible to the Tech team to resolve it in record time.

You work efficiently, multitask and address customers with a positive & can-do attitude to offer the most amazing, friendly, and helpful CX. You are an excellent listener, passionate and empathetic and utilize these strong assets to ensure positive communication when dealing with all stakeholders internally & externally, especially with our lovely customers. You are the voice of the customer in Invygo and promote their feedback internally driving insights to the Product/Dev. teams to enhance their experience through product improvement.

You report to the Customer Experience Manager and work in a multicultural environment with great possibility of growth & development.

What you will do

  • Manage customer issues and resolution on a day-to-day basis in GCC through email / chat / phone calls
  • Offer exceptional Customer Experience in every interaction, both with the customers and the car-dealers but also with your Invygo teammates internally.
  • Handle many requests & solve complaints with ease and confidence.
  • Achieve Individual & Team KPI: SVL, CSAT, Chat bot performance and other contact handling metrics.
  • Participate in developing new processes to gain efficiency & develop new products to enhance customer experience working cross-functional: partner with engineering & data team, build relationships with the car-dealers, support marketing with feedback loop initiatives, etc.
  • Work experience in Customer Service or Customer Experience industry
  • Fluent English is a must
  • You have great Computer, Office and Google suite skills or experience with other similar platforms
  • You possess excellent troubleshooting and multi-tasking skills
  • You are extremely organized and able to structure your day to achieve your targets.
  • Exposure to Freshdesk, Freshchat, Ziwo, or similar

What we like

  • You are passionate about helping people and have outstanding communication skills
  • You are comfortable working in a startup environment
  • You are committed to drive continuous Customer Satisfaction improvement
  • You have great attention to detail at a high speed.
  • You show a positive & can-do attitude, taking ownership of ongoing issues, including those that haven’t necessarily been assigned to you, going the extra mile for the customer and eager to solve the root cause rather than taking the easy way out.
  • You are a great team player and appreciate to work both individually and as a team.

Average salary estimate

$47500 / YEARLY (est.)
min
max
$40000K
$55000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Customer Support Specialist, Invygo

Join Invygo as a Customer Support Specialist and become the heart of our customer experience! In this exciting role, you’ll be the first point of contact for our customers in the GCC markets, handling their calls, emails, and chats with an empathetic and can-do attitude. You'll utilize your incredible problem-solving skills to tackle any issue head-on, ensuring that each interaction is not only productive but also leaves our customers feeling valued and supported. Your expertise will allow you to provide insightful feedback to our tech team, helping to resolve issues swiftly and efficiently. As a brand champion for Invygo, your dedication to exceptional service will shine through as you build strong relationships with our customers and car dealers alike, all while collaborating with your talented teammates in a vibrant, multicultural environment. If you thrive on multitasking, have a passion for helping others, and are eager to continuously improve customer satisfaction, then you’re the perfect fit! Your proactive approach will contribute to our team's success in hitting KPIs and enhancing our processes, all while making a genuine impact on the customer experience. Let’s make amazing memories together at Invygo!

Frequently Asked Questions (FAQs) for Customer Support Specialist Role at Invygo
What are the responsibilities of a Customer Support Specialist at Invygo?

As a Customer Support Specialist at Invygo, your main responsibilities include managing customer inquiries and concerns through various channels such as email, phone calls, and chat. You'll provide timely and emotionally intelligent support while ensuring an exceptional customer experience for our clients in the GCC markets. Additionally, you'll collaborate with different departments, such as engineering and product development, to relay customer feedback, driving insights that lead to improved services and products.

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What qualifications do I need to apply for the Customer Support Specialist position at Invygo?

To qualify for the Customer Support Specialist role at Invygo, candidates should ideally have prior experience in customer service or customer experience roles. Proficiency in English is essential, and familiarity with platforms like Freshdesk or Freshchat is a plus. Excellent multitasking abilities, strong organizational skills, and a proactive approach to problem-solving are also highly valued attributes that will help you thrive in this position.

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How does a Customer Support Specialist contribute to customer satisfaction at Invygo?

A Customer Support Specialist at Invygo plays a crucial role in enhancing customer satisfaction by providing prompt and effective support to address customer needs. By actively listening to customer feedback and conveying this information to internal teams, you help ensure that the services and products are continuously improved based on real customer experiences. Your commitment to understanding and resolving issues not only strengthens customer loyalty but also fosters a positive company-wide attitude toward customer service.

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What skills are essential for success as a Customer Support Specialist at Invygo?

Success as a Customer Support Specialist at Invygo hinges on a combination of strong communication skills, problem-solving abilities, and emotional intelligence. Additionally, being detail-oriented and having excellent organizational skills will help in managing multiple tasks efficiently. Familiarity with technological tools and a passion for helping people will further enhance your effectiveness in this dynamic role.

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What kind of work environment can I expect as a Customer Support Specialist at Invygo?

At Invygo, you can expect a vibrant, multicultural work environment where collaboration and teamwork are encouraged. The startup culture allows for flexibility and creativity, making it an exciting place to contribute to customer satisfaction and business growth. With opportunities for personal and professional development, you'll have the chance to innovate and make a meaningful impact as a Customer Support Specialist.

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Common Interview Questions for Customer Support Specialist
Can you describe a time when you handled a difficult customer situation?

When answering this question, use the STAR method (Situation, Task, Action, Result) to describe a specific scenario you encountered. Focus on how you empathized with the customer's feelings, the steps you took to resolve the issue, and the positive outcome that resulted. Highlight your emotional intelligence and problem-solving skills during this process.

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How do you prioritize tasks when dealing with multiple customer issues?

Discuss your approach to prioritization by emphasizing the importance of understanding urgency and impact. Mention how you would assess each issue's severity and customer needs, utilizing tools or strategies to manage your time effectively, which ensures that all customers receive timely and quality support.

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What steps do you take to ensure effective communication with customers?

Effective communication hinges on active listening, clear language, and empathy. Highlight the importance of confirming understanding by paraphrasing customer concerns, maintaining a friendly tone, and ensuring that solutions are clearly communicated. Providing regular updates during the resolution process also shows that you value the customer’s time and experience.

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How would you handle competing priorities from different team members?

Discuss your ability to remain adaptable and open to feedback. Express your willingness to collaborate with team members to prioritize urgent tasks effectively. Emphasize your organizational skills and your focus on achieving team objectives while also ensuring that all voices are heard in the process.

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What experience do you have with customer service tools and software?

When asked this, talk about any specific tools you have used, such as Freshdesk or Google Suite, and describe how you utilized these tools to enhance your workflow. Discuss your comfort level with learning new technologies quickly and how these tools contribute to an efficient customer support experience.

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How do you measure customer satisfaction?

Talk about various metrics that can be used to gauge customer satisfaction, including CSAT scores, NPS, and direct feedback from customers. Mention how these measurements inform your work and highlight any strategies you implement based on this data to drive improvement.

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Can you give an example of how you used feedback to improve a process?

Share a specific example where you collected customer feedback that led to actionable changes in a process or policy. Discuss the changes you proposed, how you implemented them, and the positive impact it had on customer satisfaction and team efficiency.

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What motivates you to work in customer support?

Express your passion for helping people and how every customer interaction provides an opportunity to make someone's day better. Share any personal stories or experiences that affirm your dedication to providing outstanding service and driving customer satisfaction.

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In your opinion, what is the most important skill for a Customer Support Specialist?

While all skills are essential, highlight the importance of empathy and the ability to understand a customer’s feelings. Explain how this skill facilitates effective problem-solving and creates lasting positive relationships with customers.

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Why do you want to work at Invygo?

Research Invygo’s company culture, values, and mission before the interview and articulate what stands out to you. Link your own values and passion for customer service to what Invygo represents, showcasing your enthusiasm for being part of their dynamic team and contributing to their success.

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Invygo is MENA's first & largest car subscription service creating accessible mobility options through an all-inclusive monthly subscription, all in a seamless app-based experience. For consumers: we provide them access to passenger cars without ...

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Full-time, remote
DATE POSTED
January 13, 2025

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