Customer Experience Agent

Key Responsibilities

• Receive customers’ complaints and resolve them according to the set service guidelines and scenarios.
• Follow up on customers’ inquiries/complaints to enhance business performance.
• Keep a detailed log of all cases, record actions taken on the CRM system and share highlighted issues with the Customer Experience Manager to decide on preventive actions to be taken accordingly.
• Escalate unresolved cases in a timely manner to Level 2 for further investigation.
• Respond to customer queries coming from any channel: chat, email, phone, WhatsApp, social media in a timely manner and according to set SLA by our partners.
• Respond to customers within the etiquette set without damaging Brand image.

*Working schedule consists of six days per week, encompassing both AM and PM shifts, including weekends.

Qualifications

• Bachelor's Degree or equivalent technical degree (TS).
• 0-1 year of experience in retail or a related field.
• Fluency in English and Arabic, French is a plus
• Proficiency in MS Office.