Company Description
Petra Ride is your trusted ride service in Jordan, providing reliable and affordable transportation solutions since 2019. With services available in cities like Amman, Karak, Irbid, Salt, Madaba, and Zarqa, Petra Ride offers direct routes, exclusive discounts, and easy booking through our licensed app. Safety is our top priority as we continue to expand our reach and enhance the convenience of travel for our customers.
Role Description
We are seeking a proactive and customer-focused Customer Support Executive to join our growing team. As a Customer Support Executive, you will be the first point of contact for our users, providing timely assistance, resolving issues, and ensuring an exceptional customer experience across all touchpoints. You will collaborate closely with operations, product, and marketing teams to continuously improve service quality and customer satisfaction.
Key Responsibilities:
- Respond promptly to customer inquiries via phone, email, and live chat, providing accurate and helpful information.
- Assist customers in troubleshooting technical issues and navigating the app’s features.
- Maintain detailed records of customer interactions, feedback, and complaints using the CRM system.
- Collaborate with internal teams to escalate and resolve complex issues efficiently.
- Identify recurring issues and provide feedback to management to enhance processes and services.
- Participate in continuous learning about product updates, policies, and service enhancements to provide up-to-date guidance to customers.
- Monitor customer satisfaction metrics and proactively implement improvements to enhance the user experience.
- Support onboarding and guidance for new users when required.
- Maintain a professional, empathetic, and positive approach in all customer interactions.
Qualifications:
- 1–2 years of experience in customer support, call center, or related roles.
- Excellent communication skills in English and Arabic, both written and verbal.
- Strong problem-solving and troubleshooting abilities.
- Experience with CRM tools or helpdesk software is a plus.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Empathy, patience, and a genuine commitment to providing excellent customer service.
- Team player with the ability to work collaboratively across departments.
