Customer Experience Agent

Job Description

<p><strong>Summary</strong></p><p><br></p><p>The Customer Experience Agent is responsible for providing the Customer Experience department with required support to ensure a high customer satisfaction.</p><p><strong> </strong></p><p><strong>Key Responsibilities</strong></p><p><br></p><ul><li>Receive customers’ complaints and resolve them according to the set service guidelines and scenarios.</li><li>Follow up on customers’ inquiries/complaints to enhance business performance.</li><li>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.</li><li>Escalate unresolved cases in a timely manner to Level 2 for further investigation.</li><li>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.</li><li>Respond to customers within the etiquette set without damaging Brand image.</li></ul><p><br></p><p><strong>Qualifications</strong></p><p><br></p><ul><li>Bachelor’s Degree or equivalent technical degree (TS).</li><li>0-1 year of experience in retail or a related field.</li><li>Fluency in English and Arabic, French is a plus</li><li>Proficiency in MS Office.</li></ul><p><br></p><p><em>* AZADEA is committed to equal employment opportunity for all individuals regardless of race, color, religion, gender, age, marital status, disability, or any other classification.</em></p><p><br></p><p>* <em>We aim to give our candidates the best experience possible. But due to the amount of applicants applying, we will only get in touch if you have been shortlisted for the role.</em></p>