Job Title: Customer Support Specialist 

Location: Cairo

About EduMalls:
EduMalls is a leading e-commerce platform delivering a wide variety of products and services to customers across KSA and Egypt. We are committed to providing an exceptional online shopping experience with a focus on customer satisfaction and operational excellence.

Job Description:
As a Customer Care Representative at EduMalls, you will be the first point of contact for our customers, providing support and ensuring a seamless shopping experience. Your role will involve addressing customer inquiries, resolving issues, and maintaining high customer satisfaction levels. You will work closely with various departments to ensure that customer needs are met promptly and efficiently.

Responsibilities:

• Respond promptly and effectively to customer inquiries via phone, email, and live chat.
• Provide accurate information regarding products, orders, and services offered by EduMalls.
• Handle and resolve customer complaints and issues in a professional and timely manner.
• Assist customers with order placement, tracking, returns, and exchanges.
• Maintain detailed and accurate records of customer interactions and transactions.
• Collaborate with the operations team to ensure timely order fulfillment and delivery.
• Monitor and report on customer feedback to identify trends and areas for improvement.
• Contribute to the development and implementation of customer service policies and procedures.
• Ensure high levels of customer satisfaction and loyalty by delivering exceptional service.

Key Performance Indicators (KPIs):

• Customer satisfaction rates.
• Average response time to customer inquiries.
• Resolution time for customer complaints.
• Number of customer issues resolved on the first contact.
• Feedback from customer satisfaction surveys.
• Contribution to achieving overall company targets.