Account Manager

About Fortis

Fortis is a Dubai-based retail tech company focused on the digital interaction experience of retail businesses and their customers. At the core of our endeavor is developing an omnichannel platform and a suite of client interfaces and services spanning web, app, smartPOS systems, and more. These tools empower merchants and customers and assist other businesses collaborating within this ecosystem.

The Fortis solution helps to sell and get paid seamlessly in-person and online with convenience, communicate with customers when needed, attract new customers and retain existing ones, and run the business efficiently. Fortis works for entrepreneurs who are creating businesses for the retail customer. We focus on micro, small, and medium-sized companies, the most extensive segment that forms the backbone of the modern economy. Still, we are also open to working with large enterprises.

About The Role

Fortis is seeking an experienced and dynamic individual to join our team as an Account Manager. This role is pivotal in ensuring our customers receive exceptional support and service. The ideal candidate will possess passion for customer service.

What You’ll Be Doing

• Deal with day-to-day customer support operations, ensuring timely and effective resolution of customer inquiries and issues
• Follow customer support policies, procedures, and best practices to enhance service quality and efficiency
• Align with performance metrics, analyse data, and provide actionable insights to improve customer satisfaction and operational efficiency
• Collaborate with cross-functional teams, including product, sales, and marketing, to ensure a seamless customer experience
• Act as the primary point of contact for escalated customer issues, ensuring prompt resolution and maintaining customer satisfaction
• Gather customer feedback and insights to inform product development and service enhancements.
  
  

What We’re Looking For

• A minimum of 3 years of experience in customer support or related roles (idelly in related fields like fintech, retailtech, POS machines etc.)
• Strong understanding of customer support tools, technologies, and best practices
• Excellent communication and interpersonal skills, with the ability to build rapport with customers and team members
• Strong analytical skills, with the ability to interpret data and make informed decisions
• A customer-centric mindset, with a passion for delivering exceptional service and support
  
  

What we offer to our employees

• Competitive salary + performance-based bonuses
• The opportunity to work on a high-quality and sought-after product
• A supportive and experienced team environment
• A lot of flexibility and independence
  
  

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