Customer Support Specialist

About the role

Toters is an on-demand e-commerce and delivery platform operating in the Middle East. The Customer Support Specialist position in Beirut is key to driving Toters' growth across the country and with multiple stakeholders. The selected person helps Toters scale up operations and grow its customer base, managing day-to-day operations while delivering an excellent customer experience.

Key responsibilities

• Answer all inbound communications from customers and merchants.
• Monitor the order queue for new orders and manage the new order assignment process 6 days a week.
• Handle daily customer care emails, support messages and calls.
• Follow up on assigned orders by phone and chat with merchants and customers so they are received and processed without delay.
• Channel market feedback to the technology team to improve the Customer and Driver apps.
• Monitor order issues and deliver compensation to customers when needed.
• Handle initiated outbound campaigns when required.
• Meet the department's KPI targets for order fulfillment and service quality.

Required profile

• Bachelor's degree in Business Administration, Communications, Public Relations or a related field, or equivalent work experience.
• Able to wear multiple hats, from analytical desk work to serving customers and following up with merchants and the operations team.
• Positive mindset, fast learner, dynamic and able to work under pressure and handle stress.
• Constant readiness and availability, able to manage calls and communication channels 6 days a week, especially during dinner and lunch peaks.
• Flexible and willing to work shift-based schedules including weekends, holidays, evenings and overnight shifts.

Required skills

• Excellent communication skills in English and Arabic.
• Strong organization and time management.
• Tech-savvy, able to learn and use web tools.