User support

il y a 6 jours

Alger, Alger, Algérie Hikma Virtual Partners Temps plein

Department:

User support

Location:

Remote (Night Shift - 6 pm to 3 am Algiers time)

Start Date:

December, 2025

Salary:

70,000DA + bonus 

Role Overview:

As a Customer Support Representative, the primary responsibility is to provide exceptional customer service to our users. Responsible for addressing customer inquiries, resolving issues, and ensuring a positive experience for every user interaction. And is capable of doing additional tasks in between user inquiries.

Task Description:

  1. Respond to Customer Inquiries: Handle incoming inquiries from users via email, phone, or chat in a prompt and professional manner.

  2. Issue Resolution: Troubleshoot and resolve user issues related to rental transactions, account management, and technical support.

  3. Provide Product Information: Educate users about product usage, services, and policies.

  4. Maintain Documentation: Document all customer interactions, inquiries, and resolutions accurately in our internal systems.

  5. Escalate Complex Issues: Escalate unresolved or complex issues to the appropriate teams for further investigation and resolution.

  6. Ensure Customer Satisfaction: Strive to exceed customer expectations by providing personalized and empathetic support at all times.

  7. Stay Updated: Stay informed about product updates, policy changes, and industry trends to better assist users and address their needs.

  8. Collaborate with Team: Work closely with other team members and departments to ensure seamless communication and coordination in resolving user issues.

  9. Adhere to Policies: Adhere to company policies, procedures, and guidelines while handling customer interactions and data.

Qualifications:

● Excellent communication skills, both verbal and written.

● Independent, can work with minimal supervision.

● Strong problem-solving abilities and attention to detail.

● Ability to remain calm and composed under pressure.

● Customer-centric mindset with a passion for delivering exceptional service.

● At least 2 year experience in customer support is a must

● Familiarity with CRM systems and helpdesk software is a plus.

Advantages of Working with Us:

  • Enjoy the freedom of working from home or any location.
  • We respect and encourage a healthy work-life balance, ensuring you have time for both personal and professional pursuits.
  • Collaborate with an international team and expand your professional network.
  • Opportunities for continuous learning and career growth.

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