Customer Support

Company Description Shosh® Arabia is a leading online destination for high-quality hair care products and styling tools, serving customers across GCC countries and Egypt. As a rapidly growing registered brand, Shosh® Arabia focuses on innovation, product excellence, and an exceptional customer experience. The company offers a curated selection of hair care solutions designed to meet diverse needs and preferences. Team members join a dynamic, customer-centric environment where continuous improvement and service quality are key priorities.

Role Description This is a full-time Customer Support role based in Qesm El Maadi with a hybrid work arrangement, allowing some work from home. The Customer Support professional will respond to customer inquiries via phone, email, chat, and social media, providing accurate information about products, orders, and policies. Daily responsibilities include troubleshooting basic technical issues with online orders or platform access, tracking and resolving complaints, and ensuring timely follow-up to maintain high customer satisfaction. The role also involves documenting interactions, reporting recurring issues, and collaborating with internal teams to improve processes and the overall customer experience. The individual will help maintain service standards, contribute to FAQs and support documentation, and support customers in both Arabic and English where needed.

Key Responsibilities:

- Serve as the primary point of contact for customers with inquiries or issues related to their online orders. Provide timely and accurate responses via email, live chat, and outbound calls.

- Address and resolve customer problems effectively to ensure a high level of customer satisfaction.

- Oversee the processing of customer orders, ensuring accuracy and timely delivery.

- Communicate with the logistics team to track and manage deliveries, addressing any delivery-related issues.

- Maintain detailed records of customer interactions, issues, and resolutions in our CRM system.

- Prepare and maintain reports and spreadsheets as assigned, providing insights and updates on customer support metrics and trends.

Qualifications

• Analytical Skills, Troubleshooting, and Technical Support experience
• Strong Customer Support and Communication skills
• Ability to work independently and remotely
• Experience in the beauty or retail industry is a plus
• A bachelor's degree in a relevant field is preferred

Work Conditions:

- Working Days: 6 days a week with 1 rotational day off.

- Hybrid: Combination of office and remote work.

Working Hours:

-Office: 9:00 am - 5:00 pm

-Remote: 4:30 pm - 12:30 am