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.
- Competitive salary package with performance-based incentives.
- Opportunities for career growth and development within a dynamic and rapidly expanding company.
SOS HR Solutions is the premier provider of executive human capital solutions in the Middle East. One of our core business services is the executive search and placement, which is across all domains & disciplines, successfully serving the MENA region since 1975.
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