Customer Support Coordinator

SOKNA is a job website that connects job seekers with employment opportunities across various industries. The platform focuses on providing a user-friendly experience for both candidates and employers, enabling efficient job matching and application processes. While the specific industry of SOKNA is not provided, the presence of roles such as Customer Support Coordinator suggests the company may operate in sectors requiring customer-facing positions. As a recruitment hub, SOKNA likely supports businesses seeking qualified professionals by offering tools to streamline hiring and candidate engagement. The website aims to simplify the job search process through organized listings and relevant job alerts. With an emphasis on accessibility and clarity, SOKNA serves as a valuable resource for individuals looking to advance their careers and for organizations aiming to fill key roles effectively.

Job Summary: We are looking for a Customer Support Coordinator to join SOKNA and be responsible for ensuring a smooth and professional customer experience throughout the service journey. The role will act as a key link between customers, the Call Center, Field Coordinators, suppliers, and internal teams. The Customer Service Coordinator will monitor service requests, coordinate arrangements, follow up on ongoing cases, resolve customer issues, and ensure that all services are delivered according to SOKNA standards. Key Responsibilities Handle customer inquiries, requests, and complaints through phone, WhatsApp, email, and other communication channels. Provide customers with accurate information regarding available services, procedures, timings, and requirements. Ensure customers receive clear updates throughout their service journey. Handle sensitive customer situations professionally, respectfully, and with empathy. Follow up with customers after service completion to ensure satisfaction and collect feedback when required. Coordinate customer requests with the relevant internal teams and service providers. Follow up with Field Coordinators, cemeteries, mosques, venues, and other involved parties to ensure smooth service delivery. Ensure any changes or special customer requirements are communicated clearly to all relevant parties. Identify potential operational issues before they impact the customer and take immediate action. Receive and manage customer complaints and service-related issues. Investigate issues and coordinate with the relevant teams to provide timely solutions. Escalate critical or unresolved cases to the appropriate manager. Maintain accurate records of customer complaints, actions taken, and final resolutions. Ensure every customer receives a consistent and high-quality experience. Monitor customer feedback and identify recurring issues or service gaps. Share customer insights with management to help improve products, services, and processes. Support the implementation of customer experience improvements across SOKNA. Ensure all customer-facing processes and communications follow company standards. Maintain accurate customer and service records on the relevant systems. Update case statuses and service details in a timely manner. Prepare daily/weekly reports related to customer requests, complaints, service issues, and pending cases. Track pending actions and ensure they are closed within the required SLA. Maintain proper documentation for all customer interactions and service cases. Ensure smooth handover of customer cases between departments. Communicate any operational risks or customer-impacting issues immediately. Requirements 1–2 years of experience in Customer Service, Customer Experience, Operations, or a similar role. Excellent Arabic communication skills, both written and spoken. Good command of English is preferred. Excellent communication and interpersonal skills. Strong problem-solving and follow-up skills. Strong organizational skills and attention to detail. Ability to handle sensitive and emotional customer situations professionally. Ability to multitask and prioritize work in a fast-paced environment. Experience with CRM systems or customer service platforms is a plus. Willingness to work flexible hours, weekends, or public holidays when required. Show more

A Customer Support Coordinator assists in managing customer inquiries and ensuring a positive service experience. The role involves coordinating support efforts to maintain professional standards and resolve customer issues effectively.