Position Overview:The Customer Experience Specialist will be responsible for ensuring that every customer interaction reflects our brand's values of exceptional service and satisfaction. This role requires a dedicated professional with outstanding communication skills in both Arabic and English, who can effectively address customer inquiries, resolve issues, and enhance overall customer satisfaction.Responsibilities:1. Customer Engagement:- Serve as the primary point of contact for customer inquiries via phone, email, and live chat.- Provide personalized assistance to customers, addressing their questions, concerns, and feedback in a timely and professional manner.- Build rapport with customers to understand their needs and preferences, offering tailored recommendations and solutions.2. Issue Resolution:- Investigate and resolve customer complaints or issues, escalating complex cases to the appropriate departments when necessary.- Work collaboratively with other teams, including logistics, product management, and operations to ensure timely resolution of customer inquiries and concerns.- Follow up with customers to ensure their issues have been satisfactorily resolved and maintain a high level of customer satisfaction.3. Order Management:- Assist customers with order placement, tracking, and modifications, ensuring accuracy and efficiency throughout the process.- Coordinate with warehouse and logistics teams to ensure on-time delivery and accurate fulfillment of customer orders.- Process returns, exchanges, and refunds according to company policies and procedures.4. Continuous Improvement:- Identify opportunities for process improvement and recommend solutions to enhance the overall customer experience.- Monitor customer feedback and trends to identify recurring issues and areas for improvement.- Collaborate with cross-functional teams to implement best practices and initiatives to optimize customer satisfaction and retention.Qualifications:- Minimum of 3 years of experience in customer service or customer experience roles, preferably in the retail industry.- Fluent in both Arabic and English, with excellent written and verbal communication skills in both languages.- Visa 18 transferable.- Strong problem-solving skills and ability to handle challenging customer situations with empathy and professionalism.- Experience in common customer relationship management (CRM) software and other relevant tools.- Ability to multitask and prioritize in a fast-paced environment while maintaining attention to detail.
- Positive attitude, team player mentality, and commitment to delivering exceptional customer service.
