ziina - Test Job - DO NOT APPLY

• Respond promptly and professionally to customer inquiries via chat, WhatsApp, and email. • Monitor and achieve key customer experience metrics, including SLAs and CSAT. • Review and refine support processes to optimize efficiency and reduce response times. • Maintain, update, and expand the knowledge base to ensure accurate and quick resolutions. • Analyze ticket data and customer feedback to identify trends and recommend process improvements. • Collaborate with cross-functional teams to ensure the customer support function has the necessary tools and resources. • Coach and mentor junior support agents, providing constructive feedback and driving skill development. • Oversee daily team operations such as scheduling, workload allocation, and ensuring adherence to established processes. • Proactively identify and address recurring customer issues. • Effective communicator, able to simplify complex issues for customers and internal stakeholders. • Experience managing schedules and ensuring service levels are met. • Proactive problem solver with a keen eye for process improvements. • Data-driven decision maker committed to enhancing efficiency and customer satisfaction. • Ability to thrive in a fast-paced, evolving startup environment. • Fluent in English (Arabic language skills are a strong advantage). • What Sets You Apart: • Anticipate and address customer pain points before they escalate. • Drive measurable improvements in customer satisfaction and support performance. • Develop innovative tools or methods to enhance customer experience. • Transform customer insights into impactful operational enhancements.