Customer Support Specialist

Shezlong is the leading online psychotherapy platform in the Middle East and Africa offering high-quality and comprehensive, affordable, mental health services which can be accessed anywhere, any time. We aim to make mental wellness a given for every individual, so we help build resilient communities thus positively impacting the welfare of society through innovative, accessible, and easy-to-use technology.

How can you help?

As an Inbound Customer Support Specialist at Shezlong, your primary responsibility is to build and maintain positive relationships with clients and therapists, ensuring their needs are met and they receive exceptional service.

Contract: full-time

Location: Sheikh Zayed

• Client Inquiries Management:
  Respond promptly and professionally to all incoming inquiries through the relevant system.
  Recommend suitable therapists based on their specialty, availability, and pricing.
• Therapist Relationship Management:
  Foster strong relationships with therapists to improve their activation and engagement with the platform.
• Information and Communication:
  Provide accurate session timing information to clients and therapists.
  Share promotional codes, if available, through web chat and emails.
• Session Follow-up:
  Ensure clients and therapists are comfortable using the website, troubleshooting any issues that may arise.
  Maintain records of session details and relevant information.
• Client Feedback:
  Monitor and assess client feedback through the operational system.
• Session Management:
  Handle rescheduling, cancellations, and refunds for sessions.
• Retention and Growth:
  Actively contribute to client retention and proactive engagement using outbound methods and executing growth strategies.

Area of Knowledge:

• Bachelor’s degree.
• 2 years of experience in Customer Relationship Management, preferably in a call center environment.
• Sales experience is a plus.

Technical Skills:

• Proficiency in Microsoft Office applications.
• Strong command of the English language, both written and spoken.

Job Competencies:

• Integrity: Uphold high ethical standards in all interactions.
• Problem-solving: Ability to identify and resolve customer issues effectively.
• Attention to Detail: Maintain accuracy in records and communications.
• Quality Focus: Strive for excellence in customer service.
• Team Player: Collaborate with colleagues to ensure successful solutions.
• Proactive: Take initiative in addressing customer needs and improving processes.