Customer Excellence Agent

About Anghami

• We’re a homemade startup with international swagger and over 120 million registered users.
• Based in Abu Dhabi with offices in UAE, Lebanon, Egypt and the Kingdom of Saudi Arabia
• We're the first Arab tech company to be listed on the New York Nasdaq stock exchange.
• We are the largest music and audio streaming platform in MENA
• We pride ourselves in our Users and our Product.
• We work hard every day to understand the needs and aspiration of our users.
• We believe that music is ambivalent: It is as social as it is personal.
• And so we aim at providing users with all the tools and features that grant them the full freedom to explore, share and connect through music.

About the role:

Anghami’s Customer Excellence team is a cornerstone of our user experience. Our priority is to make sure that all our users feel valued, well-assisted and in good hands, every step of the way. If you share our team’s passion for being a fantastic first-line contact with our users, and you enjoy guiding users and resolving their challenges, our team would love to meet you!

Key Responsibilities:

• Deliver outstanding support via chat channels and email, adhering to Service Level Agreements (SLAs) to ensure timely resolution of customer inquiries.
• Address customer inquiries, concerns, and complaints promptly and professionally.
• Troubleshoot and resolve technical issues efficiently, escalating when necessary.
• Maintain high customer satisfaction levels by consistently meeting or exceeding our Customer target rates.

About You

• Bachelor’s Degree or equivalent
• Previous experience in Customer Service and Support or a related field is preferable.
• Exceptional interpersonal and written communication skills
• Languages: Fluent in Arabic and English
• Strong troubleshooting skills and proactive problem-solving skills
• Ability to remain composed, friendly and solution-oriented in all work situations.
• Exceptional attention to detail and organizational skills
• Discipline with a drive to always exceed and excel
• Empathy: A key aspect of customer support is understanding and empathizing with our customers, approaching each interaction with compassion and deep understanding.
• Integrity: Our team upholds a high-level of honesty, transparency, and ethical conduct in all interactions with both customers and colleagues.