Customer Experience Specialist

2 weeks ago

محافظة الجيزة, Egypt Abgad Full time

**Responsibilities**:

- Maintaining a positive, empathetic, and professional attitude toward customers.
- Respond promptly to customer inquiries.
- Acknowledging and resolving customer complaints, and following up to ensure resolution.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Communicating and coordinating with other departments as necessary.
- Providing feedback on the efficiency of the customer service process.
- Ensure customer satisfaction and provide professional customer support.
- Provide accurate, valid, and complete information by using the right methods/tools.
- Follow communication procedures, guidelines, and policies.
- Take the extra mile to engage customers.
- Provide feedback to other departments to help improve sales, marketing, and business processes

**Requirements**:

- Bachelor’s degree in a relevant field
- Good familiarity with ticketing systems
- 1-3 years of customer support / experience
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- Attention to detail to be able to provide a written communication to customers that is free of spelling or grammatical errors
- Adaptability and flexibility in order to deal with different customers and needs in a short period of time
- Strong organizational skills to be able to keep up with various customer needs and conduct follow-ups in a timely manner.

**Shift Pattern/Structure**:

- 9 Hour shift basis (including an hour break), last shift ends at 12:00 AM
- Rotational work week, with 2 days off
- Night, Friday and/or Saturday shifts are on a remote-working basis

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