Responding to customer queries, complaints, and requests via email
Assisting customers with any issues they might experience
Informing customers about specialised functionalities and features that might assist them in their day-to-day operations
Following up with customers to ensure that reported technical difficulties have been resolved
Troubleshooting, analysing, and reporting errors, failures, or malfunctions
Keeping a detailed record of client data, including useful comments, as well as positive or negative feedback
Analysing customer feedback and advising management on areas of improvement
Mentoring and coaching other team members to provide the best possible service to clients
Find out ways to improve the service given to our clients
Maintaining client accounts and updating billing information as needed
Consult clients and suggest improvements. Give and add value to the clients
Plan and schedule work for support developers

Minimum 3 years’ experience in a similar customer support or client-facing role
Proven experience in a structured Customer Support environment
Strong analytical and problem-solving skills
Excellent communication skills (written and verbal)
Ability to work cross-functionally with technical and non-technical teams
Highly organised with strong prioritisation skills
Comfortable managing multiple issues and deadlines simultaneously
Fluent in English
Nice to Have: Have worked in an agency or tech-driven environment, Understand website platforms, integrations, or digital products, Are naturally process-oriented and enjoy improving systems, Fluency in Arabic is beneficial.

Client Support Specialist

Key skills