About Us
Swvl is the leading technology company in the mass transportation market. We
are a fast-growing data-driven company which is disrupting the public
transportation market in multiple continents making people's lives better on a
daily basis in countries such as Egypt, Kenya and Pakistan, Jordan, Saudi
Arabia, UAE, Latin America and Spain.
Swvl is a revolutionary idea that was born from passion, loyalty, and
persistence to face all challenges on the table, Swvl is not just a means to
facilitate commuting, but a hunger to strive for solutions, encourage the
contribution of youth in innovation and inspire change. Swvl has a positive,
diverse, and supportive culture --we look for people who are curious,
inventive, and work to be a little better every single day.
About the Role
Swvl has become the transportation of choice for a host of corporate clients
in our existing markets. With our suite of products, we provide enterprises,
schools and private/public institutions with a powerful Transport as a Service
(TaaS) solution that optimizes their fleet network and spends. We are making a
strong push to launch our TaaS platform in KSA and we are looking for a
versatile, customer-obsessed and passionate go-getter who can jumpstart and
manage our sales function and relationships.
As a Customer Success Specialist, you will be working with customers and the
team. You will be responsible for onboarding and providing customer support
and exceptional customer service. The job requires an intimate knowledge of
the product features and capabilities and the
capacity to effectively train new customers and to troubleshoot problems.
What You'll Do
* Troubleshoot problems and provide solutions
* Effectively manage calls and emails
* Identify and assess customers' needs to achieve satisfaction
* Provide accurate, valid and complete information by using the right methods and tools in a timely fashion
* Handle complaints, provide appropriate solutions within time limits and follow up to ensure resolution
* Follow communication procedures, guidelines and policies
* Keep records of customer interactions, enquiries and concerns
* Provide timely feedback to the company regarding service issues, bug issues or customer concerns
* Analyze churn and usage data
* Work closely with CS team in to solve problems collaboratively
What You'll Be
* 2+ years of experience in customer success.
* Combine technical know how with empathy, patience and strong communication skills
* You will have experience supporting customers.
* Strong communication, leadership and coaching skills
* Is open and eager to learn
* You will have a great understanding of and interest in the internet, social media and mobile platforms
* Familiar with customer support tools and structured way of working based on KPIs
* Confident dealing with difficult conversations and experience of performance management
* Must be customer centric and have the ability to adapt/respond to different characters
* Ability to multi-task, prioritize and manage time effectively
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