JOB DESCRIPTION

Overview:

The Customer Excellence Specialist plays a key role in ensuring an exceptional customer experience across all touchpoints - online, offline, and social media. This role is responsible for managing and resolving customer complaints, handling escalations within defined SLAs, and maintaining positive customer relationships through professional communication. The specialist will also support marketing initiatives by engaging VIP customers and contributing to event-related communication.

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 ismandatory.
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 andmaintainprofessionalism under pressure.

Benefits:

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