Customer Support Analyst - Internship
AlGooru
IT, Customer Service
Tunisia · Tunis, Tunisia · Beirut, Lebanon · Beirut, Lebanon · Lebanon
Posted on Friday, September 15, 2023
AlGooru is hunting for the next generation of CX talents!This opportunity will be a six-month internship opportunity.
Based on exemplary performance and dedication, there is potential for this role to transition into a full-time opportunity.
🪄 A Bit About UsAlGooru is a Saudi-based edtech startup that uses AI to connect students with on-demand private tutors over 20+ subjects.
🎯 Main Responsibilities
- Monitoring client chats to ensure a seamless and positive user experience
- Identifying and escalating any issues or concerns raised by clients, ensuring a quick and efficient resolution
- Analyzing chat interactions comprehensively to detect recurring issues, concerns, or trends
- Accurately recording the frequency of specific issues, enabling the company to prioritize and address them effectively
- Monitor client chats to ensure that all interactions are of the highest quality and in line with the company's service standards
- Identify issues or concerns raised by clients during chat interactions
- Create detailed tickets for each identified issue, ensuring all relevant information is captured for further action by the relevant departments
- Use excellent Arabic reading and writing skills to understand client needs, concerns, and feedback. This includes accurately interpreting the nuances and sentiments expressed by clients
- Analyze chat transcripts to understand common issues, concerns, or trends
- Record the frequency of recurring issues to help the company prioritize solutions and improvements
- Collaborate with the customer support team to discuss findings and suggest potential improvements or solutions
- Regularly report findings, trends, and analytics to the Customer Support Manager or other relevant stakeholders. This includes both quantitative and qualitative insights
- Stay updated with the company's products, services, and policies to provide accurate information to clients and to better understand their feedback
- Proficiency in reading and writing Arabic is a MUST
- Strong analytical skills with the ability to interpret data and discern patterns
- Excellent communication skills, both written and verbal
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously
- Prior experience in a customer support role is a PLUS
- Knowledge of customer support tools and ticketing systems is a PLUS
- A proactive approach to problem-solving and a strng sense of ownership
- Able to work from our Beirut Campus
- General assessment form (5-10 minutes)
- Chemistry meeting (15-30 minutes)
- Technical interview (30-60 minutes)
- Offer extended to successful applicants
- Unlimited paid sick days
- No clocking in/out
- ESOP shares
- Laptop fund
- Fast promotions (like really fast)
- Enjoy monthly Pizza Fridays
- Learn anything online and expense it on us
- Travel for company events and get reimbursed
- Demonstrate your entrepreneurial, hustling, and energetic spirit
- Prove your ability to take full ownership of your role without the need to be micromanaged
- Conduct proper research about AlGooru prior to your interviews with us, we love people who already know about us
- Be extra organized… like extra…
