أخصائي دعم العملاء

Company: NOVAY AI

Location: Egypt – Remote

Employment Type: Full-time

About NOVAY AI

NOVAY AI is a Saudi-based technology company delivering AI Voice Agents, AI Contact Center solutions, intelligent chat systems, and business automation services.

Job Description

We are looking for a highly organized, intelligent, and customer-focused Customer Support Specialist to manage daily customer communication and coordinate between our clients, technical teams, and management.

This position involves professional client communication, issue tracking, technical coordination, and continuous follow-up to ensure excellent customer service.

Key Responsibilities

• Communicate professionally with customers through email, WhatsApp, phone calls, and online meetings.
• Participate in assigned customer communication groups and email threads.
• Receive, document, and organize customer inquiries, requests, complaints, and technical issues.
• Coordinate with developers, technical specialists, and relevant internal teams.
• Create and track customer support tickets until resolution.
• Follow up on pending technical issues and customer requests.
• Keep customers informed about the progress of their requests.
• Monitor agreed response times and service commitments.
• Escalate urgent or critical issues to the appropriate team.
• Maintain accurate customer communication records and task updates.
• Support customer onboarding and project coordination.
• Prepare daily and weekly reports on customer issues, pending tasks, and follow-up activities.
• Ensure consistent, professional, and timely communication with customers.

Requirements

• Excellent written and spoken English and Arabic.
• Strong communication and customer-handling skills.
• Excellent organization, attention to detail, and follow-up abilities.
• Ability to manage multiple customer conversations and tasks simultaneously.
• Good computer skills, including email, spreadsheets, and online collaboration tools.
• Strong problem-solving skills and ability to learn quickly.
• Ability to understand basic technical issues and communicate them clearly.
• Professional, responsible, proactive, and customer-oriented personality.
• Previous experience in customer support, customer service, or technical coordination is an advantage but not mandatory.
• Fresh graduates with excellent communication skills are welcome.
• Availability for full-time remote work aligned with Saudi business hours.

Performance Indicators

• Customer response times.
• Quality and accuracy of customer communication.
• Follow-up completion and ticket tracking.
• Timely escalation of critical issues.
• Customer satisfaction.
• Accuracy of customer reports and task updates.

Application Process

Shortlisted candidates will be asked to complete a practical English communication and customer-support assessment.