Customer Support Specialist [Project Contract]

About almentor: We are the leading Video-Learning Platform in Arabic! Established in 2016, we produced over 1000 online courses for individuals, corporations, and government entities across Egypt and the Gulf. Our platform is a hub of knowledge, fostering lifelong learning and growth for individuals around the globe. We are a purpose-driven team. Our most important asset is an intellectual team that can innovate and execute. It’s what moves us forward!

Our Mission: 🚀 almentor is on a mission to increase accessibility to affordable quality education for Arabic-speaking communities and a Goal to serve 10 million learners in MENA

Job Brief

We're looking for an enthusiastic Customer Support Specialist [Project Based] who will ensure the highest standard of customer service is provided to our customers. In this role, you will provide high-quality customer service, address inquiries, offer technical support, and ensure a smooth experience for all participants. You will serve as the primary point of contact, assisting with program-related questions and resolving any issues that may arise during the project’s duration.

As the Customer Support Specialist,

• Handle student and parent inquiries and concerns through calls or a ticketing system.
• Provide high-quality customer service by addressing questions and offering technical support.
• Assist participants across multiple communication channels.
• Inform learners and parents about program updates, schedules, and important announcements.
• Collect and report feedback on a weekly/monthly basis to improve the program experience.
• Follow up on pending cases daily to ensure timely resolution and a smooth participant journey.
• Escalate technical issues, complaints, or program-related concerns to the appropriate departments.
• Support outbound communication efforts as needed.

Ideal candidate will have:

• 1+ years of experience in customer support, help desk, technical support, contact center, or social media support.
• Strong problem-solving skills and the ability to handle inquiries effectively.
• Excellent communication skills (verbal and written) to interact with students and parents.
• Ability to manage multiple communication channels, including calls and ticketing systems.
• Experience with CRM tools is a plus.
• Prior experience in the education sector or supporting educational programs is a plus.

Working hours:

9 hours rotational shift-based roster with 2 days off – including covering during off days/public holidays as needed and based on the operational requirements.

Why join us?

• Competitive salary packages
• Personal development plan including free courses.
• A great opportunity to learn from the market leading e-learning platform in the region.
• Family Medical insurance