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Wafeq career site
Customer Experience · Jordan, Lebanon · Fully Remote

Customer Support Representative

About the Role

We are seeking a results-driven Customer Support Representative to join our Support team. This role focuses on responding and resolving customer inquiries with a professional attitude. Ensure customer satisfaction post every single interaction and leaving a great impression post engagement.

Note: This role requires an Arabic speaker.

Responsibilities

  • Respond to customer inquiries via email, chat, WhatsApp, social media and phone, ensuring timely and accurate resolutions.

  • Troubleshoot and resolve technical issues related to the Wafeq platform, escalating complex problems to the appropriate teams.

  • Document recurring issues and create knowledge base articles to help streamline support processes.

  • Handle billing and subscription-related queries, including upgrades, downgrades, and cancellations.

  • Monitor and follow up on unresolved tickets to ensure timely resolution.

  • Meet or exceed KPIs, including customer satisfaction (CSAT), first response time (FRT), and ticket resolution time.


Qualifications

  • Excellent verbal and written communication skills in both Arabic and English.

  • Proven experience (1-3 years) in Customer service & support.

  • Exceptional communication and problem-solving skills.

  • Ability to work on Shift A & Shift B and weekends

  • Experience working with CRM & ticketing tools; Zendesk & Maqsam

  • Previous experience in SaaS and technology customer support

  • Accounting background is a great advantage



This role is remote. You can work from anywhere between GMT+1 to GMT+4.

Department
Customer Experience
Role
Customer Support Specialist
Locations
Jordan, Lebanon
Remote status
Fully Remote

About Wafeq

At Wafeq, we are building the platform to power all finance-related needs of small to medium businesses in the Middle East, starting with accounting. Our accounting software makes it easy for businesses to manage invoicing, VAT, purchasing, payroll, employee expense claims, fixed assets and more. It's used by companies of all sizes, from single-person companies to VC-funded startups and everything in between.

Founded in 2019
Coworkers 71
Customer Experience · Jordan, Lebanon · Fully Remote

Customer Support Representative

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