Customer Support Expert

ITXPROS is looking for a Customer Support Representative, a customer service advisor who is often a client's primary point of contact. Your duties and responsibilities include answering and managing incoming calls and customer service inquiries via WhatsApp, text messages, and live chat; identifying and assessing customer needs and coordinating with your colleagues in different departments to achieve customer satisfaction.

Job Title: Customer Support Representative

Job Type: Full-time

Supervisor: VP of Customer Support Customer Support Team Leader

Reporting To: VP of Customer Support Customer Support Team Leader

Place of Performance: Office-based (New Cairo).

About our company:

ITXPROS is a Digital Dentistry company currently focused on implant-guided surgery.

We are based in the United States and operating from Cairo, Egypt. The company specializes in Implant Treatment planning & CAD/CAM designing to help dentists and dental labs with their surgical & dental procedures, so we all work to draw a perfect smile on each patient!

At ITXPROS, we are family, team & partners. We believe amazing things can happen when we work together in an environment where everyone feels a true sense of belonging and their ideas are heard. Join us and help make an impact on the future.

Responsibilities:

Respond to inquiries over the phone, via email, and through the live chat from the staff and clients.

Follow up on missing items required for the progression of client orders (cases).

Make outbound calls depending on client case requirements.

Build a strong relationship with clients to ensure their satisfaction.

Follow up with clients on surgeries and cases after fulfillment.

Upload files needed for cases from clients PCs.

Basic Troubleshooting of planning software.

Monitor case flow and identify show stoppers.

Communicate client needs to the corresponding teams.

Report any issues found by analyzing the workflow, aiming for enhancements.

Learn and understand the products and services that the company provides.

Learn and understand our internal workflow and case life cycle in detail.

Document useful information about technical issues and important insights that could be gathered from discussions with clients.

Share feature requests and effective workarounds with team members

Inform customers about new features and functionalities

Train clients on the company's workflow and digital tools.

Qualifications and Skills:

Fluency in spoken and written English is a must.

Bachelor's Degree.

1+ Experience in a Customer Support Role.

Military service exemption or completion.

Time management skills.

Excellent communication skills.

Multitasking.

Attention to detail.

Outgoing and proactive qualities.

Punctuality.

Basic computer and Microsoft Office knowledge.

Benefits:

Salary, uncapped commissions, and annual bonuses are paid in US dollars.

Medical and social insurance.

Annual Gym Membership (Gold's Gym).

Culture - Casual work environment.

Being part of a family of exceptionally talented people.