Customer Support Executive at Dubizzle MENA

📍 Job Overview

Job Title: Customer Support Executive
Company: Dubizzle MENA
Location: Cairo, Egypt
Job Type: On-site, Full-time
Category: Customer Support
Date Posted: 2025-07-30
Experience Level: 2-5 years
Remote Status: On-site

🚀 Role Summary

📝 Enhancement Note: This role involves managing customer interactions, resolving issues, and driving customer satisfaction for Dubizzle MENA's online marketplace platform, which facilitates buying and selling across various categories.
Act as the primary point of contact between Dubizzle MENA and its users, ensuring exceptional customer service and support.
Collaborate with cross-functional teams to identify trends, gather feedback, and improve overall user experience.
Maintain a high level of product knowledge to effectively assist users and troubleshoot issues.
📝 Enhancement Note: This role requires strong communication skills, cultural awareness, and the ability to thrive in a fast-paced, dynamic environment.

💻 Primary Responsibilities

📝 Enhancement Note: The following responsibilities outline the day-to-day tasks of a Customer Support Executive at Dubizzle MENA, focusing on customer interactions, issue resolution, and process improvement.
Communicate with clients through various channels (live chat, email, ticket form, social media) to provide product and service information, resolve issues, and gather feedback.
Generate sales leads by engaging with users and identifying potential opportunities.
Improve customer service experience by actively listening to users, understanding their needs, and providing tailored solutions.
Document customer service actions and discussions accurately to maintain a record of interactions and support trends.
Analyze statistics and compile reports to identify trends, measure performance, and drive continuous improvement.
Coordinate with internal teams to resolve complex issues and ensure customer satisfaction.
Maintain an orderly workflow by managing priorities and meeting service level agreements (SLAs).

🎓 Skills & Qualifications

Education:

Bachelor’s degree in business management, marketing, sales, or any other relevant subject.

Experience:

At least 2-3 years of experience in a Customer Support or Live Chat Support role.
Experience using help desk software and remote support tools (Zendesk, Freshdesk, etc.).

Required Skills:

Proficiency with computers and strong typing skills.
Strong problem-solving and troubleshooting skills.
Excellent communication skills in Arabic and English.
Good multitasking skills.
Strong organizational skills.

Preferred Skills:

Knowledge of Dubizzle MENA's products, workflow, and services.
Familiarity with customer support software and tools.
Experience working in a fast-paced, high-volume customer support environment.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: While this role does not require a traditional web portfolio, demonstrating strong communication skills, problem-solving abilities, and customer service experience through past projects or case studies can be beneficial.
Provide examples of successful customer support experiences, highlighting your ability to resolve issues, manage difficult customers, and drive positive outcomes.
Showcase your proficiency in using customer support software and tools by sharing screenshots, walkthroughs, or testimonials from previous roles.
Prepare a list of common customer inquiries or issues related to online marketplaces, along with your proposed solutions and approaches.

💵 Compensation & Benefits

Salary Range:

📝 Enhancement Note: The salary range for this role in Cairo, Egypt, is estimated to be between EGP 15,000 and EGP 25,000 per month, based on market research and industry standards for Customer Support Executives with 2-5 years of experience.

Benefits:

Comprehensive Health Insurance
Life Insurance
Rewards & Recognitions
Learning & Development opportunities

Working Hours:

Full-time position with a standard 40-hour workweek, including evening and weekend shifts to cover customer support across different time zones.

🎯 Team & Company Context

🏢 Company Culture

Industry: Dubizzle MENA operates in the online classifieds industry, focusing on connecting buyers and sellers across various categories, including cars, real estate, jobs, and services.

Company Size: As part of the dubizzle Group, which consists of eight strong classifieds brands, Dubizzle MENA has a collective strength of over 160 million monthly users, indicating a large and diverse user base.

Founded: The dubizzle Group was founded in 2005, with Dubizzle MENA being one of its key regional platforms.

Team Structure:

The Customer Support team at Dubizzle MENA consists of dedicated professionals who handle user inquiries, resolve issues, and gather feedback to improve the overall user experience.
The team works closely with cross-functional departments, such as Product, Marketing, and Sales, to ensure customer needs are met and to drive continuous improvement.

Development Methodology:

Dubizzle MENA follows Agile methodologies to manage customer support processes, allowing for flexibility, continuous improvement, and quick response times to customer needs.
The team uses customer support software and tools to track tickets, manage workflows, and measure performance.

Company Website: Dubizzle MENA

📈 Career & Growth Analysis

Customer Support Career Level: This role is an intermediate-level position within the Customer Support career path, focusing on managing customer interactions, resolving issues, and driving customer satisfaction.

Reporting Structure: The Customer Support Executive reports directly to the Customer Support Team Lead or Manager, who oversees the team's performance, ensures service level agreements are met, and drives continuous improvement.

Technical Impact: In this role, you will directly impact Dubizzle MENA's users by providing exceptional customer support, resolving issues, and gathering feedback to improve the overall user experience. Your work will contribute to the platform's growth and success by driving customer satisfaction and retention.

Growth Opportunities:

📝 Enhancement Note: With experience and strong performance, Customer Support Executives at Dubizzle MENA can progress to senior roles, team lead positions, or move into other customer-focused roles within the organization.
Growth opportunity 1: Progression to Senior Customer Support Executive, focusing on more complex issues, mentoring junior team members, and driving process improvement.
Growth opportunity 2: Transition to a Team Lead or Manager role, overseeing the Customer Support team's performance, driving strategy, and ensuring service level agreements are met.
Growth opportunity 3: Exploration of other customer-focused roles within the organization, such as Customer Success or User Experience Research, to expand your skillset and advance your career.

🌐 Work Environment

Office Type: Dubizzle MENA's office is a dynamic, multicultural environment that fosters collaboration, innovation, and continuous learning. The workspace is designed to support a productive and engaging customer support experience.

Office Location(s): Cairo, Egypt

Workspace Context:

The workspace is equipped with modern tools and technologies to support efficient customer support, including computers, headsets, and customer support software.
The Customer Support team works in an open-plan office, encouraging collaboration and knowledge-sharing among team members.
📝 Enhancement Note: Dubizzle MENA's office is located in a bustling business district, offering easy access to public transportation, amenities, and nearby attractions.

Work Schedule:

The work schedule for this role includes a mix of day, evening, and weekend shifts to provide comprehensive customer support coverage across different time zones.
The standard workweek is 40 hours, with flexibility to accommodate peak customer support periods.

📄 Application & Technical Interview Process

Interview Process:

📝 Enhancement Note: The interview process for this role is designed to assess your communication skills, problem-solving abilities, and cultural fit within Dubizzle MENA's customer support team.
Process step 1: Phone or video screening to evaluate your communication skills, language proficiency, and cultural awareness.
Process step 2: In-depth phone or video interview to discuss your customer support experience, problem-solving approach, and understanding of Dubizzle MENA's platform.
Process step 3: On-site or virtual assessment, including role-play scenarios, to evaluate your customer support skills, empathy, and ability to manage difficult customers.
Process step 4: Final interview with the Customer Support Team Lead or Manager to discuss your career goals, expectations, and fit within the team.

Portfolio Review Tips:

📝 Enhancement Note: While this role does not require a traditional web portfolio, preparing examples of successful customer support experiences, problem-solving approaches, and customer service philosophies can help demonstrate your qualifications.
Portfolio tip 1: Highlight your ability to manage difficult customers by sharing examples of successful conflict resolution and customer satisfaction improvement.
Portfolio tip 2: Showcase your problem-solving skills by presenting case studies or examples of innovative solutions you've implemented to resolve customer issues.
Portfolio tip 3: Demonstrate your understanding of customer support best practices and industry trends by discussing relevant articles, blogs, or resources you've found insightful.

Technical Challenge Preparation:

📝 Enhancement Note: The technical challenge for this role focuses on assessing your customer support skills, communication abilities, and cultural awareness.
Challenge preparation 1: Familiarize yourself with Dubizzle MENA's platform, user interface, and common customer inquiries to demonstrate your product knowledge and enthusiasm for the role.
Challenge preparation 2: Practice active listening and empathy exercises to hone your customer support skills and ensure you can connect with users on an emotional level.
Challenge preparation 3: Prepare examples of successful customer support experiences, problem-solving approaches, and customer service philosophies to showcase your qualifications and cultural fit.

ATS Keywords:

Customer Support
Live Chat Support
Problem-Solving
Communication
Multitasking
Organizational Skills
Typing Skills
Analytical Skills
Customer Service
User Experience
Issue Resolution
Customer Feedback
Customer Satisfaction
Sales Leads
Service Level Agreements (SLAs)
Customer Support Software
Help Desk
Remote Support Tools
Arabic
English
Dubizzle MENA
Online Marketplace
Customer Support Executive
Customer Support Team
Agile Methodologies
Customer Success
User Experience Research

🛠 Technology Stack & Web Infrastructure

📝 Enhancement Note: While this role does not require a strong focus on web technologies, familiarity with customer support software and tools is essential for success in this position.

Customer Support Software & Tools:

Zendesk
Freshdesk
Live chat platforms (e.g., Olark, LiveChat)
Ticketing systems (e.g., Jira Service Management, Zendesk Support)
Customer relationship management (CRM) software (e.g., Salesforce, HubSpot)

👥 Team Culture & Values

Customer Support Values:

📝 Enhancement Note: Dubizzle MENA's Customer Support team values exceptional customer service, continuous improvement, and a customer-centric mindset.
Customer support value 1: Empathy and active listening to understand customer needs and provide tailored solutions.
Customer support value 2: Proactivity in identifying trends, gathering feedback, and driving process improvement to enhance the overall user experience.
Customer support value 3: Strong communication skills and the ability to connect with users on an emotional level to build rapport and trust.
Customer support value 4: A customer-centric mindset that prioritizes user satisfaction and advocates for their needs within the organization.

Collaboration Style:

The Customer Support team at Dubizzle MENA fosters a collaborative and supportive work environment, encouraging knowledge-sharing, mentoring, and continuous learning.
📝 Enhancement Note: The team works closely with cross-functional departments, such as Product, Marketing, and Sales, to ensure customer needs are met and to drive continuous improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

📝 Enhancement Note: The technical challenges faced by Customer Support Executives at Dubizzle MENA involve managing high volumes of customer inquiries, resolving complex issues, and driving continuous improvement in the customer support process.
Web development challenge 1: Managing high volumes of customer inquiries efficiently and effectively, balancing multiple channels and prioritizing tasks to meet service level agreements.
Web development challenge 2: Resolving complex customer issues by leveraging strong problem-solving skills, technical knowledge, and collaboration with internal teams.
Web development challenge 3: Identifying trends, gathering feedback, and driving process improvement to enhance the overall user experience and drive customer satisfaction.
Web development challenge 4: Adapting to changes in Dubizzle MENA's platform, user base, and market trends to ensure continued customer support excellence.

Learning & Development Opportunities:

📝 Enhancement Note: Dubizzle MENA offers various learning and development opportunities to support the growth and progression of its Customer Support team members.
Learning opportunity 1: On-the-job training and mentoring from experienced team members to develop customer support skills, product knowledge, and industry best practices.
Learning opportunity 2: Access to online learning platforms, webinars, and workshops to expand your skillset and stay up-to-date with industry trends and customer support best practices.
Learning opportunity 3: Opportunities to participate in cross-functional projects, events, and initiatives to gain exposure to different aspects of the business and drive personal growth.

💡 Interview Preparation

Technical Questions:

📝 Enhancement Note: The technical interview for this role focuses on assessing your customer support skills, communication abilities, and cultural awareness.
Technical question 1: Describe a challenging customer support experience and how you resolved the issue, demonstrating your problem-solving skills, empathy, and customer-centric mindset.
Technical question 2: How do you approach gathering customer feedback and using it to drive process improvement and enhance the overall user experience?
Technical question 3: Explain how you would handle a difficult customer who is unhappy with Dubizzle MENA's platform or service, showcasing your communication skills, active listening, and conflict resolution abilities.

Company & Culture Questions:

📝 Enhancement Note: The company and culture interview for this role aims to evaluate your cultural fit within Dubizzle MENA's Customer Support team and the organization as a whole.
Technical question 4: How do you stay up-to-date with industry trends and customer support best practices, and how do you apply this knowledge to your role?
Technical question 5: Describe your experience working in a high-volume, fast-paced customer support environment, and how you maintain a high level of customer satisfaction in such a setting.
Technical question 6: How do you balance the need to meet service level agreements with the importance of providing personalized, empathetic customer support, and ensuring customer satisfaction?

Portfolio Presentation Strategy:

📝 Enhancement Note: While this role does not require a traditional web portfolio, preparing examples of successful customer support experiences, problem-solving approaches, and customer service philosophies can help demonstrate your qualifications and cultural fit.
Presentation strategy 1: Highlight your ability to manage difficult customers by sharing examples of successful conflict resolution and customer satisfaction improvement.
Presentation strategy 2: Showcase your problem-solving skills by presenting case studies or examples of innovative solutions you've implemented to resolve customer issues.
Presentation strategy 3: Demonstrate your understanding of customer support best practices and industry trends by discussing relevant articles, blogs, or resources you've found insightful.

📌 Application Steps

To apply for this Customer Support Executive position at Dubizzle MENA:

Submit your application through the Dubizzle MENA careers page.
Concrete preparation step 1: Tailor your resume and cover letter to highlight your customer support experience, problem-solving skills, and cultural fit with Dubizzle MENA's Customer Support team.
Concrete preparation step 2: Prepare examples of successful customer support experiences, problem-solving approaches, and customer service philosophies to showcase your qualifications during the interview process.
Concrete preparation step 3: Familiarize yourself with Dubizzle MENA's platform, user interface, and common customer inquiries to demonstrate your product knowledge and enthusiasm for the role.
Concrete preparation step 4: Research Dubizzle MENA's company culture, values, and customer support approach to ensure a strong cultural fit and alignment with your personal beliefs and work ethic.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Dubizzle MENA before making application decisions.

Customer Support Executive