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Customer Experience Agent
2 weeks ago
**Role Brief**:
**What you will be working on here in Koinz**:
- Demonstrating exemplary customer service skills in every interaction and ensuring timely, one-contact resolution with customers.
- Managing merchant inquiries and live order operations.
- Effectively de-escalating customer issues using empathy and conflict resolution skills.
- Utilizing effective time management and prioritization skills to handle a high volume of chats/calls in a fast-paced environment.
- Ability to identify and report any critical or recurring customer service issues to the supervisor.
- Following up on complaints or inquiries with both merchants and customers.
- Communicating with internal teams to ensure project delivery, negotiate delays, or resolve roadblocks.
- Coordinating project tasks within budget and timelines.
- Making outbound calls to our customers if needed.
- Ability to carefully investigate to ensure efficient support to both merchants and customers.
**What you will need to fit in this position**:
- Experience in the customer service field for at least 2 years.
- A bachelor's degree.
- Strong verbal communication skills in English and Arabic, including de-escalation skills.
- Strong writing skills in both English and Arabic.
- Excellent problem-solving skills.
- A great analytical mindset.
- Experienced direct contact experience with customers.
- Proficient keyboarding skills.
**About Us**:
Koinz is a rapidly scaling Egyptian start-up that’s building what we believe is the third generation of food aggregators. Our platform integrates closed-loop rewarding and engagement systems with the online and offline ordering journey to deliver industry-leading value to both consumers and restaurant brands. We believe that we can be the first mobile app that uses its original model and expands to the Middle East and worldwide too.
In the last year, the company raised a seven-figure pre-seed round from a leading venture capital firm and influential local angels, expanded to KSA, and grew revenues 10x+ while maintaining category-leading engagement and retention KPIs. We are currently looking to expand our team with elite talent before raising a large seed round and expanding to 10 countries.
**What makes KOINZ unique**:
- Social insurance.
- Medical insurance.
- Life insurance.
- Flexible working hours.
- Hybrid working from home/office.
- Free snacks.
- You can get your animals to the office.
- Laptop/mobile provided if needed.
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