OurKids is a leading Egyptian retail chain specializing in baby and kids products, with thousands of products across clothing, toys, essentials, and more.

We're looking for a Customer Experience Representative to join our CX team.

This isn't a role where you'll simply answer customer questions and move on.

We're looking for someone who can understand customers, build relationships, solve problems, and proactively identify opportunities to improve their experience and retain their business.

What you'll be doing

• Handle customer inquiries and complaints through calls, chats, social media, and other CX channels.

• Provide accurate, friendly, and personalized support throughout the customer journey.

• Understand customer needs and behavior and use that understanding to guide conversations.

• Identify opportunities for upselling, cross-selling, and customer retention without making the interaction feel forced or transactional.

• Take part in customer retention campaigns and other CX initiatives.

• Follow up with customers when needed and take ownership of issues until they are properly handled.

• Work closely with other teams to resolve customer and order-related issues.

• Learn and adapt quickly to new products, processes, campaigns, and responsibilities.

What we're looking for

• Previous experience in customer service, customer experience, sales, or a similar role.

• Excellent communication skills in Arabic and English, both written and spoken.

• A naturally friendly and confident communication style.

• Strong understanding of customer needs and behavior.

• Commercial awareness and the ability to recognize opportunities to recommend relevant products or services.

• A proactive mindset — you don't wait for the customer to tell you exactly what to do.

• Strong problem-solving and conflict-resolution skills.

• Fast learner who is comfortable taking on different responsibilities and learning new processes.

• Good attention to detail and organizational skills.

• Ability to work independently while also being a strong team player.

• Experience with sales, upselling, retention, or customer engagement is a strong plus.

Who would be a great fit

Someone who can have a conversation with a customer and think:

How can I solve their problem, make their experience better, and potentially create more value for them

If you're someone who enjoys understanding people, learning quickly, taking initiative, and going beyond simply answering questions, we'd love to hear from you.

Customer Experience Representative Customer Care & Retention