Customer Support

The Customer Support employee is responsible for providing day-to-day support to Warah customers and vendors, ensuring they receive quick, clear, and professional assistance.The role includes answering inquiries, helping customers use Warah, assisting vendors with setting up and managing their accounts, following up on issues, and coordinating with internal teams when needed.Key ResponsibilitiesCustomer Support* Respond to customer inquiries through WhatsApp, phone, email, and other support channels.* Help customers understand and use Warah's features.* Assist customers with account setup and basic system configuration.* Resolve basic customer issues and questions.* Follow up on customer requests until they are resolved.* Maintain professional and friendly communication with customers.Vendor Support* Assist vendors with creating and setting up their Warah accounts.* Guide vendors through registration and account activation.* Help vendors complete and update their company and account information.* Check vendor accounts for missing or incorrect information.* Explain how to use the vendor platform and available features.* Follow up with vendors to ensure their accounts are properly set up.* Provide ongoing support for vendor account issues and questions.Issue Management* Record customer and vendor issues accurately.* Identify the issue and provide a solution when possible.* Escalate technical issues to the appropriate internal team.* Provide clear details and screenshots when reporting technical issues.* Follow up internally on unresolved cases.* Keep customers and vendors updated until the issue is resolved.* Confirm resolution before closing a case.Onboarding & Training* Assist with onboarding new customers and vendors.* Guide users through their initial account setup.* Help customers with employee information and basic system setup.* Explain the main Warah features and workflows.* Support basic training sessions when required.General Responsibilities* Maintain accurate records of customer and vendor requests.* Collect feedback from customers and vendors.* Report common issues and repeated complaints to management.* Share customer and vendor suggestions with the relevant team.* Maintain a good understanding of Warah's features and updates.Qualifications* Diploma or Bachelor's degree in Business Administration, HR, Information Systems, or a related field.* 0–2 years of experience. Fresh graduates are welcome.* Good Arabic and English communication skills.* Comfortable using computers and online systems.* Basic Microsoft Excel knowledge is preferred.Skills* Good communication skills.* Customer-service mindset.* Friendly and professional attitude.* Good problem-solving skills.* Attention to detail.* Ability to learn quickly.* Good follow-up skills.* Ability to handle multiple requests.* Ability to explain things clearly and simply.* Ability to work as part of a team.Key Performance Indicators* Response time.* Resolution time.* Number of resolved support requests.* Customer and vendor satisfaction.* Successful vendor account setup.* Successful customer onboarding.* Quality of follow-up.* Accuracy of support records.