Customer Support Specialist

Work Location:

Arab Region

Work Type: Remote

Work Schedule:

Monday to Friday

A.m: 8am – 4pm
Mid: 11am -7pm
P.m: 2pm – 10pm
Saturday: Rotational

A.m: 8am – 4pm
Mid: 11am -7pm
Sunday: Rotational

A.m: 8am – 4pm
Mid: 11am -7pm

Contract Type:

Fixed-Term Contract

Job Description:

We are seeking a highly motivated and experienced Customer Support Specialist to join our Customer Support team at Wisewell. In this role, you will be responsible for handling daily customer queries and overseeing internal operations to ensure the smooth execution of customer success initiatives.

Responsibilities

Act as the main point of contact for customers in the UAE, KSA, and US, helping with questions, concerns, and basic troubleshooting.
Support the onboarding process for new customers, ensuring a smooth start and great first impression.
Assist in managing customer accounts and payments, making sure details are accurate and up to date.
Follow up with customers to maintain strong relationships and ensure they’re satisfied with their Wisewell experience.
Work closely with sales, product, and technical teams to help resolve customer requests and improve day-to-day support.
Help organize and improve CS workflows, sharing ideas to make processes faster and more efficient.
Collect and track customer feedback, highlighting trends or issues to the CS Manager.
Support with monthly reports on customer satisfaction, cancellations, and key metrics.
Stay informed about Wisewell products and updates to confidently guide customers and ensure a consistent experience.
Generate reports based on timely manners to track client performance, satisfaction, and usage of our products/services.
Cross-sell and upsell new products or services to existing clients, leveraging strong relationships and understanding of client needs.

Requirements:

Bachelor’s degree in business administration, marketing, or a related field.
Proven experience minimum of 3 years in a customer success or customer service role.
Strong communication and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels.
Excellent problem-solving and decision-making abilities, with a focus on driving customer satisfaction and retention.
Demonstrated leadership skills, with experience in mentoring and coaching members.
Ability to thrive in a fast-paced environment and manage multiple priorities effectively.
Proficiency in CRM softwares (Freshwork, Salesforce, Zohodesk, etc…) and other customer support tools.
Ability to work independently and remotely, managing multiple priorities effectively.
Proficiency in remote collaboration tools (e.g., Zoom, Slack, Microsoft Teams).