Customer Success Specialist KSA

Department: Customer Support

Location: EMEA-Saudi Arabia

Description

In this role, you will be the voice of the customer, ensuring high satisfaction and smooth communication by handling inquiries, requests, and complaints received through various channels such as phone, email, and more. You will play a vital role in improving the customer experience by identifying trends, providing feedback, and collaborating with internal teams including the commercial organization.

Key Responsibilities

Respond to customer inquiries, requests and complaints received via phone, e-mail, or any other communication channel

Act as the voice of the customer by providing ideas and suggestions to improve the overall business, improve customer experience and/or specific customer inquiries

Be a trusted advisor to internal and external customers regarding all kinds of (operational) topics

Be alert to trends in requests and issues reported by customers

Work closely with the commercial organization to ensure high customer satisfaction and smooth end to end process execution

Provide input to Customer Success Manager/ Supervisor regarding training needs and quality development; assist with development and presentation of information and training when needed

Document information in the company’s database(s) about each contact you handle following defined parameters

Contribute ideas to improve productivity and customer experience and participate in activities and projects designed to improve customer satisfaction and business performance

Skills, Knowledge & Expertise

Arabic and English Speaker

University degree or equivalent working experience

1-3 years' work experience in a customer-based environment

Strong interpersonal, listening and persuasive communication skills to give the best advice to our customers

Willingness to learn

Good team player, dynamic, optimistic, accurate, result oriented

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Equal Opportunity Statement

Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.

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