Customer Support Executive (Chats & E-mails)

Dubizzle Egypt is the leading marketplace for selling and buying online in the region. Our aim is to upgrade people’s lives by facilitating deals and identifying attractive opportunities for both individuals and businesses. Our goal is to strengthen local economies, empower small businesses, and help everyone in making smarter choices for themselves, the market, and the planet.

As part of Dubizzle Group, we are alongside some of the strongest classified brands in the market. With a collective strength of 5 brands, we have more than 123 million monthly users that trust in our dedication to providing them with the best platform for their needs.

As a Customer Support Executive, you will be the first point of contact for our customers, providing outstanding support through email and live chat channels. You will play a key role in enhancing customer satisfaction and ensuring a smooth user experience.

Key Responsibilities:

• Respond to customer inquiries promptly and professionally via email and chat channels.
• Troubleshoot product or service issues and deliver clear, actionable solutions.
• Maintain in-depth knowledge of company products, services, and policies.
• Escalate complex issues to the relevant internal departments as needed.
• Ensure all interactions align with quality standards and SLA requirements.
• Accurately record all customer communications and follow-ups.

Requirements

Qualifications:

• Bachelor’s degree in business management, marketing, sales, or any other relevant subject.

Experience:

• Minimum 2 years of experience in e-commerce customer support.
• Strong experience handling email and live chat communication in high-volume environments.

Knowledge:

• Proficiency with customer support software such as Zendesk, Freshdesk, or Zoho Desk.
• Very good command of English - strong writing and speaking skills are a must.
• Familiarity with reporting and analytics tools (e.g., Excel, Google Sheets, dashboards).

Skills:

• Ability to analyse customer service data and identify trends or areas for improvement with a problem-solving mindset.

Traits:

• Passion for ensuring a world-class user support experience.
• Quick learner and adaptable to learning new processes, concepts, and skills.
• Skilled problem-solver and multi-tasker.
• Patient.
• Critical thinker.

Benefits

• A fast paced, high performing team.
• Comprehensive Health Insurance
• Life Insurance
• Rewards & Recognitions
• Learning & Development opportunities