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.
Skills
- Competitive salary package with performance-based incentives.
- Opportunities for career growth and development within a dynamic and rapidly expanding company.
- - Collaborative and inclusive work environment with a focus on teamwork and innovation.