Customer Excellence Specialist

Overview:

Key Responsibilities: -

• Customer Relations & Support
• Handle customer complaints received via email, live chat, calls, and social media platforms.
• Manage escalations and ensure resolution within the agreed Service Level Agreement (SLA).
• Provide accurate information and empathetic responses to ensure customer satisfaction and retention.
• Follow up proactively with customers to confirm issue resolution and satisfaction.
• Cross-Functional Collaboration
• Coordinate with the Operations, E-commerce, and Store teams to investigate and resolve service issues efficiently.
• Escalate recurring or complex issues to management and suggest process improvements.
• Collaborate with internal departments to ensure customer feedback leads to actionable improvements.
• Reporting & Analysis
• Maintain detailed records of customer interactions and resolutions.
• Prepare and update weekly and monthly reports on complaints, trends, and SLAs.
• Highlight recurring issues or potential risks impacting customer experience.
• Marketing & Customer Engagement
• Support marketing campaigns focused on customer experience.
• Contact VIP customers for exclusive invitations to events, launches, and activations via WhatsApp, email, and phone.
• Quality & Process Excellence
• Ensure all communication aligns with the brand’s tone and service standards.
• Contribute to improving customer service processes and internal documentation.
• Participate in team training and knowledge-sharing sessions to enhance service delivery.
• Key Skills & Competencies:
• Strong communication and problem-solving skills.
• Excellent written and spoken English; Arabic is a must.
• Customer-oriented mindset with high empathy and professionalism.
• Proficiency in CRM systems and customer service tools (Salesforce preferred).
• Strong coordination and multitasking abilities.
• Good understanding of marketing and customer engagement strategies.

Required Qualifications:

• High school diploma or equivalent; higher education or certifications in customer service or related fields are a plus.
• Knowing Arabic is mandatory.
• Proven customer support experience or experience as a client service representative.
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems and practices.
• Excellent communication and presentation skills.
• Ability to multitask, prioritize, and manage time effectively.
• Empathy and a customer-oriented attitude.
• Ability to work in a team and maintain professionalism under pressure.

Benefits:

• Full-time role
• Competitive salary
• Company employee discounts across all brands
• Medical & health insurance
• Collaborative work environment
• Good vibes work culture.

Preferred Qualifications

• High school diploma or equivalent; higher education or certifications in customer service or related fields are a plus.