About the job

About YOUGotaGift

YouGotaGift.com is the leading Digital Gift Card Company in the Middle East. Our digital gifting platform is used by

individuals and businesses to celebrate, reward, motivate and show appreciation to friends, loved ones, employees,

customers, and business partners. Our business solution has also been adopted by major customer loyalty programs

across leading telcos, banks, airlines delivering unparalleled choice of rewards, a memorable customer service

experience, and best-in-class technology tailored to partner needs.

Are you passionate about providing exceptional customer service? Do you thrive in a fast-paced and dynamic work

environment? If so, we have an exciting opportunity for you, YOUGotaGift, a leading provider of digital employee

reward/gifting, is looking to expand its call centre team.

Role Overview

As a Customer Support Executive at YOUGotaGift, you will be responsible for delivering exceptional customer service

and resolving inquiries and issues over the phone. Your primary objective will be to ensure customer satisfaction by

providing timely and accurate assistance. This role requires excellent communication skills, problem-solving abilities, and

a strong customer-centric approach.

Essential Duties and Responsibilities

• Answer incoming customer calls in a professional and friendly manner.
• Provide accurate information and assistance to customers regarding their inquiries, concerns, or issues.
• Identify and escalate complex or unresolved cases to the appropriate department or direct manager.
• Maintain customer records by accurately documenting interactions, inquiries, comments, and actions taken.
• Follow company policies and procedures to handle customer complaints, returns, and exchanges.
• Collaborate with team members to ensure efficient call centre operations and excellent customer service delivery.
• Meet or exceed individual and team performance targets and goals.
• Continuously update knowledge of YOUGotaGift products, services, and promotions to effectively address customer inquiries.
• Meeting performance targets and goals
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Requirements

Basic Qualification

• BA/BS degree or equivalent experience
• Excellent verbal and written communication skills in English/Arabic
• Strong problem-solving and decision-making abilities
• Patience, empathy, and a customer-centric mindset
• Ability to multitask and work efficiently under pressure.
• Flexibility to work in shifts, including weekends and holidays.
• Prior experience in customer service or a call centre role is an asset.

Preferred Qualification

• Good knowledge and use of Microsoft Office.
• Language skills: fluent English and Arabic.
• 1 -3 years of work experience in a customer service or call centre role preferred.
• Strong problem-solving skills and ability to think quickly on your feet.
• Active listening skills to understand customer needs and provide accurate solutions.
• Patience, empathy, and a genuine desire to help customers.
• Ability to handle high call volumes and work efficiently under pressure.
• Flexibility to work in shifts, including weekends and holidays, based on call centre requirements.
• Proficiency in using computer systems, including CRM software, and ability to learn new systems quickly.

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