Company Description

Shosh® is a trusted, rapidly growing brand specializing in premium hair care products and styling tools. As a leading online destination, we have established a strong presence across GCC countries and Egypt. Our focus on innovation, customer satisfaction, and product excellence has positioned us as a top choice for individuals seeking high-quality hair care solutions. By continually raising the bar, Shosh® remains committed to empowering customers with the best in the industry.

Role Description

This is a full-time hybrid role based in Cairo, Egypt, with the opportunity for some work-from-home flexibility. As a Customer Support Specialist, you will be responsible for providing prompt, friendly, and effective support to customers, addressing inquiries, resolving issues, and ensuring high levels of customer satisfaction. Additionally, you will handle technical support requests, assist in analyzing customer feedback to identify improvement opportunities, and ensure delivery of outstanding service experiences at all touchpoints.

Key Responsibilities:

– Serve as the primary point of contact for customers with inquiries or issues related to their online orders. Provide timely and accurate responses via email, live chat, and outbound calls.

– Address and resolve customer problems effectively to ensure a high level of customer satisfaction.

– Oversee the processing of customer orders, ensuring accuracy and timely delivery.

– Communicate with the logistics team to track and manage deliveries, addressing any delivery-related issues.

– Maintain detailed records of customer interactions, issues, and resolutions in our CRM system.

– Prepare and maintain reports and spreadsheets as assigned, providing insights and updates on customer support metrics and trends.

Qualifications

• Analytical Skills, Troubleshooting, and Technical Support experience
• Strong Customer Support and Communication skills
• Ability to work independently and remotely
• Experience in the beauty or retail industry is a plus
• A bachelor’s degree in a relevant field is preferred

Work Conditions:

– Working Days: 6 days a week with 1 rotational day off.

– Hybrid: Combination of office and remote work.

Working Hours:

-Office: 9:00 am – 5:00 pm

-Remote: 4:30 pm – 12:30 am