• interacts with customers via telephone, email, or in person to provide support and information on services • collects and enters information for services • fields customer questions and complaints and ensures appropriate actions are taken to resolve issues • maintains customer accounts and records of customer interactions

• Quality assurance & monitoring: You continuously monitor and analyze service quality (e.g., through side-by-side coaching, silent monitoring and ticket audits) — for both the in-house team and the external team in Kosovo. • Performance management of the phone team: You are the primary contact for the phone team abroad, keep a constant eye on their KPIs (e.g., availability, handling time, customer satisfaction) and ensure our quality standards and targets are met. • Training & onboarding: You design and deliver trainings for the in-house team when introducing new products, tools or processes, and ensure that knowledge is passed on effectively to the phone team. • Process optimization: You identify weaknesses in current workflows, develop new processes in close coordination with the Head of CSM and optimize existing procedures for a more efficient customer journey. • Knowledge management: You maintain and expand our internal knowledge base so that both teams always have access to the latest information. • Reporting: You prepare regular quality and performance reports and derive concrete recommendations for action for the Head of CSM.

• Provide excellent customer service via phone, email, SMS, or chat • Actively listen to customers' needs and offer solutions • Utilize soft sales techniques to offer product recommendations • Build and maintain positive customer relationships • Meet individual and team performance metrics • Maintain accurate records of customer interactions

• Serve as the first point of contact for customer inquiries across multiple channels, including live chat, email, and our ticketing platform. • Deliver exceptional customer support in both Arabic and English. • Investigate, troubleshoot, and resolve customer issues independently wherever possible. • Perform initial debugging and quality checks before escalating technical issues to the Technical Support team. • Accurately document customer interactions, troubleshooting steps, and resolutions within our ticketing system. • Manage customer expectations by providing clear updates, timelines, and proactive communication throughout the support process. • Collaborate closely with Technical Support and Engineering to ensure timely issue resolution. • Contribute to maintaining and improving internal knowledge base articles and support documentation. • Identify recurring customer issues and share feedback to improve product quality and support processes. • Participate in quality assurance reviews and continuously improve service standards. • Support our evolving 24/7 customer support operation through a rotational shift schedule, including evenings and weekends.