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Customer Success Representative

2 months ago

Riyadh, Ar Riyāḑ, Saudi Arabia AlGooru | القورو Full time
About AlGooru

AlGooru is a Saudi-based learning platform that offers 1-on-1 private tutoring services in a variety of academic and recreational subjects. It is the first licensed private tutoring platform in Saudi Arabia, approved by the National e-Learning Center (NELC). AlGooru provides tailored educational support to students, and it's backed by several renowned investors including Constructor Capital, Techstars, Plug & Play, Raz Group, RZM Investment, and prestigious institutions like KAUST, Hub71, and MiSK.

A Fun Fact about AlGooru is that its name derives from "Guru," a Sanskrit word meaning a mentor, guide, expert, or master.

The Role Highlights

We are seeking a highly skilled and motivated Customer Success Representative to join our team. As a Customer Success Representative, you will be responsible for delivering exceptional customer service by efficiently handling inquiries, resolving issues, and fostering positive relationships.

Main Responsibilities
  1. Customer Service: Deliver exceptional customer service by efficiently handling inquiries, resolving issues, and fostering positive relationships.
  2. Operational Efficiency: Ensure operational efficiency and customer satisfaction through continuous improvement of support systems and processes.
  3. Record Keeping: Maintain accurate records and adhere to policies to provide seamless support and uphold AlGooru standards.
A Day in Your Life
  1. Customer Interaction: Manage incoming calls, assess customer needs, and build sustainable relationships through open communication.
  2. Service Education: Educate customers about our services and assist with technical issues for a smooth user experience.
  3. Issue Resolution: Resolve customer complaints via phone or messaging platforms with professionalism.
  4. Follow-up: Provide timely and appropriate solutions, ensuring follow-up until resolution.
  5. Refund and Billing: Handle refund requests, address billing concerns, and clarify Terms & Conditions and company policies.
  6. Internal Collaboration: Handle cross-tribal collaboration and organize the internal communication for all matters related to customers.
  7. Record Maintenance: Maintain detailed records of customer interactions, transactions, comments, and complaints.
  8. Account Management: Process customer accounts and documentation while adhering to communication procedures and guidelines.
  9. Process Optimization: Continuously optimize ticketing systems and chat tools by identifying challenges and proposing solutions.
Requirements

We are looking for a highly skilled and motivated individual who has:

  1. Minimum 2 Years of Experience: Minimum of 2 years of demonstrated experience in customer support.
  2. Strong Communication Skills: Strong phone contact handling skills and active listening.
  3. Technical Skills: Familiarity with CRMs and internal databases (ex: HubSpot or Zoho).
  4. Customer Orientation: Customer orientation and ability to adapt/respond to different types of characters.
  5. Advanced Communication Skills: Advanced communication and interpersonal skills.
  6. Problem-Solving Skills: Strong problem-solving abilities.
  7. Time Management: Ability to multi-task, prioritize, and manage time effectively.
  8. Empathy and Proactivity: Strong empathy, patience, a proactive mindset, and a strong drive for success.
  9. Availability: Able to work either from 10 AM to 6 PM or 2 PM to 10 PM, with a preference for weekend coverage on both shift sections.
Our Application Process
  1. Screening and Intro Call: Screening & Intro Call (5-10 mins).
  2. Chemistry Meeting: Chemistry meeting minutes).
  3. Technical Interview: Technical interview minutes).
  4. Technical Assessment: Technical assessment.
  5. Offer Extension: Offer extended to successful applicants.
Benefits

We offer a range of benefits to our employees, including:

  1. Work from Anywhere: Work from anywhere.
  2. No Clocking In/Out: No clocking in/out.
  3. Unlimited PTOs: Enjoy unlimited PTOs.
  4. ESOP Shares: ESOP Shares.
  5. Free Hardware and Software: Free hardware & software.
  6. Monthly Pizza Fridays: Monthly pizza Fridays & more.
  7. Learn and Expense on Us: Learn and expense on us.
  8. AlGooru Library: AlGooru library.
  9. 0% Interest Talent Loans: 0% interest talent loans.
  10. Quarterly Reward System: Quarterly reward system.
  11. Vibrant Startup Culture: Vibrant startup culture.
  12. Fast Promotions: Fast promotions (like really fast).
  13. Travel for Company Events: Travel for company events and get reimbursed.
  14. Coaching and Entrepreneurial Bytes: Coaching & entrepreneurial bytes.
How to Gain Extra Gooru Points
  1. Demonstrate Entrepreneurial Spirit: Demonstrate your entrepreneurial, hustling, and energetic spirit.
  2. Take Ownership: Prove your ability to take full ownership of your role without the need to be micromanaged.
  3. Research AlGooru: Conduct proper research about AlGooru prior to your interviews with us; we love people who already know about us.
  4. Be Extra Organized: Be extra organized... like extra..