Customer Support Agent

4 weeks ago

Riyadh, Saudi Arabia Zid Full time

Company Description
**Who we are?**

Become a Zider member and join this amazing company that is on top of the e-commerce game Join a company that is not only growing but having fun while doing it. We are a human centric organization with huge growth plans and with a purpose to help more and more people with little or no digital experience to start their online business (e-commerce), move their offline to online or grow their offline businesses even more by having an online presence.

**Where are we coming from and where are we going?**

Zid has had a tremendous grow over the last 5 years. From 5 people to 300+ people at present and counting. Our revenues have been increasing more than 3 times year on year and we have had a great success. We know that huge growth brings a few complications and challenges to our technology and we, in engineering, are aware of them and we are looking to solve those. We are an e-commerce SaSS platform, a fintech startup, a logistics and shipping consolidator and we understand and believe that technology and business go hand-in-hand.

**About Mazeed**:
Mazeed is a Marketplace solution provided by zid to showcase Zid Merchants stores/products in order to enable them to reach their audience by designing a unique marketplace that will offer a Joyful shopping experience to the end consumer in order to encourage them to shop, search and buy from zid merchants..

**Mazeed can be treated as a marketplace with 2 main products**:
1- Mazeed APP/Web ( B2B2C )

2- Merchant portal.

**Mazeed App/web** is a product in which end customers can search and browse available products,collections and categories. Also can subscribe, add feedback, and manage profiles.

**Merchant Portal** is a product that helps merchants to enroll,manage and control their products appearance at Mazeed app and to follow all the analysis that is coming from the app traffic.

**Job Description**:
**Job description**

The Customer Support Representative acts as a liaison, provides ZidPay services information and resolves any emerging problems that ZidPay merchants’ might face with accuracy and efficiency. Also, the representative attracts potential merchants by answering product and service questions and fulfilling merchant needs to ensure satisfaction.

**Key Responsibilities**
- Advise the merchant on ZidPay information and functionalities
- Greet merchants warmly and ascertain problems or reasons for communicating.
- Sell ZidPay and its services with the skills of persuasion to reconsider deactivation
- Assist the merchant in the placement of any functionalities of ZidPay
- Resolve ZidPay service problems by clarifying the merchants’ complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment and following up to ensure resolution
- Escalate and report issues to customer support manager and ZidPay manager
- Compile reports on overall customer satisfaction and work with customer support manager and ZidPay manager to ensure proper customer service is being delivered.
- Handle changes in policies, fees, commercials and communicating with the merchant

**Qualifications**:

- Acknowledgement of e-commerce and online payments
- Industry experience in customer service [in FinTech preferable]
- Has good communication skills in both calls and typing
- Has strong English and Arabic language
- Has problem solving and resolving conflict skills
- Has documentation and multi-tasking skills
- Has listening and analyzing information skills
- Follow and rely on instructions and pre-established guidelines

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