Customer Success Executive

Dubizzle Mena

About the role

• Respond to customer support tickets via the online ticketing system in English or Arabic based on pre-set macros and scripts, when available.
• Escalate new cases and propose updates to the macros and scripts.
• Escalate cases requiring other stakeholders, including product development, operations, or other departments.
• Collaborate with other stakeholders, such as Product Development and Operations, to escalate and address cases requiring their involvement.
• Follow up on complicated customer calls where required.
• Handle and resolve customer complaints regarding product sales to customer service problems.
• Provide customers with OLX's service and product information.
• Research the required information using available resources.
• Identify, escalate priority issues and report to the high-level management.
• Document all cases in the customer support system and support in the production of weekly and monthly reports on customer support activity.
• Make recommendations for products or services that may better suit client needs.
• Answer phones from customers professionally, responding to customer inquiries and complaints if needed.
• Review listings submitted on OLX Lebanon platform and approve or reject them based on pre-set guidelines and knowledge base while editing fields manually if needed.
• Escalate new moderation cases and propose updates to the knowledge base accordingly.
• Conduct a review of a sample of listings after they go live and reject if needed based on pre-set guidelines and knowledge base.
• Process and review accounts that have been flagged for review of potentially sensitive content to ensure there are no violations of policies.
• Consistently meet daily and weekly targets, including number of manually moderated listings and number of accounts reviewed.
• Other duties as assigned.