Customer Success Executive - OLX Lebanon

Customer Success Executive

As the Customer Success Executive, you will be responsible for handling user queries, recommending solutions, and guiding users through features and functionalities. In addition, you will be responsible for content moderation and monitoring to maintain a safe and positive user experience.

• Respond to customer support tickets via the online ticketing system in English or Arabic based on pre-set macros and scripts, when available.
• Escalate new cases and propose updates to the macros and scripts.
• Escalate cases requiring other stakeholders, including product development, operations, or other departments.
• Collaborate with other stakeholders, such as Product Development and Operations, to escalate and address cases requiring their involvement.
• Follow up on complicated customer calls where required.
• Handle and resolve customer complaints regarding product sales to customer service problems.
• Provide customers with OLX's service and product information.
• Research the required information using available resources.
• Identify, escalate priority issues and report to the high-level management.
• Document all cases in the customer support system and support in the production of weekly and monthly reports on customer support activity.
• Make recommendations for products or services that may better suit client needs.
• Answer phones from customers professionally, responding to customer inquiries and complaints if needed.
• Review listings submitted on OLX Lebanon platform and approve or reject them based on pre-set guidelines and knowledge base while editing fields manually if needed.
• Escalate new moderation cases and propose updates to the knowledge base accordingly.
• Conduct a review of a sample of listings after they go live and reject if needed based on pre-set guidelines and knowledge base.
• Process and review accounts that have been flagged for review of potentially sensitive content to ensure there are no violations of policies.
• Consistently meet daily and weekly targets, including number of manually moderated listings and number of accounts reviewed.
• Other duties as assigned.