We are looking to hire an organized Customer Service CHAT Representative to join our dynamic team at Cenomi Group in Riyadh.Growing your career as a Full Time Customer Service CHAT Representative is a terrific opportunity to develop exceptional skills.If you are strong in problem-solving, cooperation and have the right personality for the job, then apply for the position of Customer Service CHAT Representative at Cenomi Group today! For our office in Riyadh, KSA we are urgently looking for motivated customer service representatives with experience in e-commerce and tech companies to give our customers the best gift of all – your best-in-class support and expertise. Customer Passion is part of our DNA and is a critical part of our mission to deliver timely, accurate, and professional customer service to all our customers. We always put customers above all and we are looking for future team members who are obsessed with extraordinary customer experience to join our team and build the future of omnichannel retail with us. PRIORITY TO APPLICANTS WHO CAN JOIN AS SOON AS POSSIBLE About the role: Messaging, live chat, and text, are increasing as preferred support channels This role will be responsible to deliver a high-quality service and meet performance targets. You will keep records of all conversations in our call center database in a comprehensible way and work very closely with cross-functional teams, including customer service SWAT, training, and operations, to ensure that high service quality standards are always maintained at all times. This is a critical component for us at Cenomi to guarantee Customer satisfaction High-quality live chat does present its own unique difficulties. Agents who communicate with customers with live chat will need a certain set of skills to be successful. Role & Responsibilities: Clear & Concise Communication To respond with the correct solution with easy-to-follow instructions. Respond to customer inquiries quickly, directly, and concisely that will help with higher satisfaction rating To follow communication guidelines (‘scripts’ and ‘templates’) when handling different topics Use tools and programs to navigate the website, research accounts, review options and solutions for customers, and communicate them effectively. To drill down to the source of an issue to identify specific customer pain points . To quickly summarize conversations Engage Proactively To actively problem solve and innovate on behalf of customers with good judgment to ensure the appropriate customer outcome. To manage large amounts of inbound customer requests and outbound chat in a timely manner To be able to drive the conversation to make sure issues are resolved quickly. To build sustainable relationships and engage customers by going the extra mile Multi Tasks Effectively A successful support agent will need to be able to handle more than one chat at a time. For each chat, you will need to reply to customer questions, research account activity and notes, troubleshoot any issues, provide supporting help documentation, and any number of other tasks. To engage with other teams (Fulfillment, Delivery, Finance, Product) to resolve customer enquiries in a timely manner through the escalation process. Asks Direct Relevant Questions Use probing technique to help move the conversation forward and can surface issues that the customer may not be articulating fully To identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives Quickly Identifies Pain Points & Set right expectations Recognize written tone, ask for clarification, and acknowledge frustrations to ensure that the customer feels supported and help alleviate frustration. Set right customer’s expectations. You will work with simultaneous multiple chats, have to research customer accounts, and finde helpful FAQ or Knowledge Base documentation can cause long periods of dead air. You need to make sure the customer knows what’s going on. Understands Trigger Statements & Personality Ability to think on your feet, meet customers at their level, and improvise during the course of a conversation. Ability to communicate ideas effectively without the need for a script with more canned responses. Ability to facilitate effective communication with customer and understand how to read a conversation for potential phrases that indicate frustration or ang To find more creative ways to inject your personalities into the conversation, and develop a rapport with the customer Ability to empathize with and prioritize customer needs Requirements : Excellent typing speed. ( Speed typing certificate will be a plus) Excellent communication skills and fluency in Arabic is a must. Excited about working in a diverse group and contributing to an inclusive culture Ability to work under pressure remaining calm without compromising quality standards. Ability to quickly remember a recent message allows the agent to adapt promptly and respond appropriately as the discussion progresses. Experience in working in high-pace technology companies / startups Excellent communication and interpersonal skills High flexibility, can work in rotating/split shifts Ability to follow detailed verbal and written instructions. Preferable knowledge of ticketing systems such as Zendesk, Salesforce, etc Preferable self-driven individuals, motivated and task-oriented individuals who can learn fast and operate with minimal supervision Should be comfortable with a multi-tasking, high-energy environment. User-level Microsoft Office Suite, Gsuite eCommerce experience is a plus Benefits of working as a Customer Service CHAT Representative in Riyadh:● Learning opportunities● Company offers career progression opportunities● Attractive package