Customer Experience Specialist

WHO IS LAFARGE?

As a member of Holcim Group, a global leader in innovative and sustainable building solutions, Lafarge is enabling greener cities, smarter infrastructure, and improved living standards all over Egypt. With sustainability at the core of our strategy, we are becoming a net-zero company, thriving with our people and communities. Lafarge Egypt launched one of the largest cement plants in the MENA region which is located in Ain Al-Sokhna, with a plant capacity of 9.5 MT and 5 state-of-the-art production lines. Through its established business operations in Cement, Ready-Mix concrete, Lafarge Egypt has demonstrated its commitment to the provision of sustainable building materials. Lafarge Egypt continuously seeks to meet the needs of a wide range of customers including but not limited to individual homebuilders, large construction companies, architects, or local artisans, powered by 1500 passionate employees.

Overview:

Our Customer Experience Specialist will be responsible for:

• Improving customers experience through taking ownership of customer related issues and following up on them until resolution; aiming to meet customers' expectations and ensuring highest customer satisfaction level.

Responsibilities:

1-Health & Safety:

Adhere to and enforce relevant legislation and policies and ensure that highest degree of safety and safe working practices are maintained.

2-Functional:

Customer Experience & Complaint Management:

• Manage customer complaints from receipt to closure, ensuring root-cause analysis and timely resolution.
• Retain all complaints within SLA timelines, ensuring compensation is allocated and recorded correctly.
• Ensure structured follow-up and documentation of customer needs and feedback in line with Group CX Directives.
• Create structured communication channels with departments to resolve issues effectively.
• Ensure compliance with Group Customer Experience Directives, LafargeHolcim policies, and internal control standards.

Customer Satisfaction & NPS Management:

• Manage NPS surveys and other satisfaction surveys, including data preparation, analysis, and reporting.
• Translate NPS insights into improvement action plans with relevant departments.
• Ensure the survey process is completed as per SOPs, fully documented, and fulfills internal & external audit requirements.
• Follow up on corrective actions to ensure measurable improvements in satisfaction and loyalty.
• Provide management with regular dashboards and reports on customer KPIs, trends, and progress.
• Ensure adherence to SOPs and audit requirements related to survey and complaint processes.

Customer Experience Insights & Improvement:

• Conduct root-cause analysis and service reviews to identify pain points and improvement opportunities.
• Collaborate with cross-functional teams (Sales, Logistics, Finance, Quality, etc.) to execute action plans.
• Support digitalization and process optimization initiatives to improve customer journeys.

Education, Qualifications & Experience:

Education:

• Bachelor of Business Administration or any related discipline.

Technical Skills:

• Strong analytical skills, customer insight analysis, complaint management systems
• Communication, negotiation, and time-management skills.
• Knowledge of cement industry processes is a plus.

Experience:

• Average 3 years of experience in Customer Experience Field with exposure to complaint handling and survey management.

WHO ARE LAFARGE PEOPLE?

Lafarge people are passionate about finding better ways to build. They embrace innovation and improvement with a pioneering spirit. They work as trusted partners, creating better solutions and experiences for their customers, communities, and colleagues.

YOUR LAFARGE EXPERIENCE:

At Lafarge, there is endless opportunity for you to play your part. Whether you're in a technical, managerial, or frontline role, you can shape a career that works for you. With us you'll have the chance to embrace the passion we share for our planet. You'll be encouraged to seek out diverse perspectives, share your ideas, and build the skills and connections you need to perform at your best. Because it's only when we work together in a culture where everyone thrives, that we can build the world we all want to live in.