[Hiring] Customer Support Specialist at OTO

Present in MENA countries, OTO is a multi-language, all-in-one Shipping Management Software company that helps Ecommerce Stores and Omnichannel brands to ship their e-commerce orders seamlessly with 180+ shipping companies locally and internationally.

Our customers are looking for the best way to deal with shipping and OTO provides the easiest one. We are in the journey of not only building MENA’s next global startup, but also solving a global problem, which is shipping! How? Automation is one of our keywords (or OTOmation as we like to write it). Innovation and Automation together make shipping accessible to everyone.

OTO is always looking for high-energy, self-motivated, committed individuals who are passionate about their work. We’re building a culture where amazing people (like you) can do their best work at OTO. We have a no door policy, which means we encourage openness, honesty and respect for the points of view of others. Our Heroes enjoy a challenging environment and they take care of each other, but mostly we all love Pizza – you will know why later 😉

Looking for a company where you can be part of a quick learning team and shaping the future of global e-commerce? Welcome on board!

Tasks

Main duties & responsibilities:

• Ensure high levels of customer satisfaction by carrying out the fastest and most efficient support;

• Manage account escalations and resolve crises through OTO’s firefighting practices in collaboration with other departments;

• Guide customers through available product resources such as knowledge base articles, tutorials, how-to videos, and webinars;

• Communicate with shipping companies to follow up on client requests and escalated cases;

• Take initiative to directly handle client issues and technical requirements;

• Take part in business development related to contacting shipping companies to partner up with OTO;

• Provide required support to the existing clients and troubleshoot issues through all channels and tools;

• Follow up on cases related to delivery partners including delays in shipment pick-ups, delivery, loss & damage;

• Handle inbound support through multiple channels ( Voice, Chat, Social Media)

• Any other duties as required by management.

For this role, it is essential that you have:

• Experience as a Customer Support Specialist or similar CS role
• Familiarity with our industry is a plus
• Experience using help desk software and remote support tools
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases
• BSc in Information Technology or relevant diploma

It will be considered a big plus if you:

• Have international experience.
• Have previously worked in fast-growing SaaS start-ups.

Location:

In OTO, we have adapted the Remote Working culture, where we work from home, favorite coffee shop, on the beach, or at an Art museum! You can work from anywhere you like. We are result-driven, and you will be surrounded by aggressive achievers.

Benefits

No clocking in/out. We don’t believe in micromanaging and our working relationships are based on mutual trust, that’s why we don’t require our team to clock in and out of work. Of course, this trust relationship works both ways!

Work alongside an ambitious and supportive team. We are growing fast and no two days look the same at OTO, but one thing never changes: your colleagues are always there to support you and to bounce off ideas!

Growth and learning opportunities. We believe that in order to grow as a company, our team also needs to continue learning and developing.

Stock options: we believe that everyone should feel like building his own company! That’s why we offer stock options for all employees working at OTO.