Remote User Support

Job Title: User support / Customer Support Representative
Department: User support
Location: Remote (Night Shift - 6 pm to 3 am - 5 pm to 2 am Algiers time)
Start Date: Anytime.
Salary: 60,000DA + 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.

● Fluent in English (C1) is a MUST.

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.

Interested?

Apply here or send your CV to recruitment@hikmavp.com
with the subject line: “Application: Remote User Support.”