About the Role
We are seeking an experienced and customer-focused Customer Support Executive to join the Marhaba Group team. This role involves managing inbound queries, complaints, and business leads across phone, WhatsApp/chat, email, and social media, while also playing a strategic role in improving support processes and tools. The ideal candidate will bring hands-on experience in support systems like Zendesk, Zoho Desk, ZIWO, or similar platforms, along with a strong understanding of how customer experience ties into business performance.
Key Responsibilities
- Handle customer interactions across phone, chat, email and social platforms with empathy and professionalism.
- Own the full resolution cycle for queries, complaints, and lead routing, ensuring SLA and TAT adherence.
- Log and manage cases through support systems
- Monitor and report on support metrics like response time, resolution rate, and customer satisfaction.
- Identify recurring pain points and propose improvements to processes, tools, or FAQs.
- Collaborate with internal teams (sales, operations, logistics) to close feedback loops and resolve cases efficiently.
- Stay updated with platform feature upgrades, support best practices, and Marhaba’s evolving business offerings.
Strategic Capabilities
- Tool Proficiency: Hands-on experience with support platforms is essential.
- Process Optimization: Ability to streamline workflows using automation, canned responses, tagging, and CRM integrations.
- CX Insights: Analyze tickets and customer interactions to identify service gaps and customer sentiment trends.
- Channel Strategy: Contribute ideas to enhance response strategy across social, WhatsApp, email, and calls.
- Documentation: Create and maintain SOPs, internal help guides, and knowledge base articles for consistent quality.
Requirements
- Minimum 5 years of customer support experience, preferably in an omnichannel or service-heavy environment.
- Strong command over English; Arabic proficiency is a significant advantage.
- Experience using modern customer support tools (Zendesk, Zoho, ZIWO, Freshdesk, or similar).
- Proactive problem-solver with high attention to detail and strong follow-up discipline.
Ability to work under pressure, multitask, and manage high-volume query loads.
Job Type: Full-time
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