Viu Hiring for Customer Support Specialist at Dubai, United Arab Emirates Full Time

KEY RESPONSIBILITY AND ACCOUNTABILITY Overview:We are seeking a Customer Support Specialist to join our team at Viu, to assist our customers with any technical challenges they may encounter while using our products and services. Responsibilities will include resolving customer queries, recommending effective solutions, and guiding users through various features and functionalities. The key to excelling in this role is the ability to communicate effectively, earning the trust of our clients. This position is an integral part of establishing and maintaining Viu brand reputation as a company known for providing exceptional customer support throughout the entire digital media platforms.Key Responsibilities:Customer Support: Respond to customer queries promptly and engage with them using social media channels; collaborate across departments and technical teams to address customers’ issues and complaints.Social Media Monitoring: Monitor customer complaints on social media and provide assistance as needed.Feedback Sharing: Share relevant customer feedback to contribute to the improvement of our offerings.Multi-channel Management: Manage customer conversations across social media and all support channels.Ensure Seamless Customer Experience: Drive a positive and seamless customer experience to enhance brand sentiment.Product Knowledge Mastery: Develop an in-depth understanding of our offerings to provide informative support and personalized recommendations to customers.Collaborative Improvement: Collaborate with customer success and product teams to contribute to ongoing initiatives aimed at enhancing services and customer satisfaction.Record Management: Maintain accurate records of customer interactions, documenting steps taken to efficiently resolve issues. SKILLS AND COMPETENCIESBSc in Business management, IT, or relevant diploma from a reputable university.2-5 years’ experience in customers-facing roles with a proven track record of delighting customers and exceeding their expectations in a similar customer service/care role. Familiarity with digital native industry is considered a plus.Excellent writing and editing skills in Arabic and English.Experience using customer service software and remote support tools.Excellent communication and problem-solving skills.Strong multi-tasking abilities.Proficiency in using social media channels as a customer support channel; deep knowledge of social media trends, hashtags.Collaborate efficiently with cross-functional teams, particularly the Marketing team.