The CRM Coordinator is responsible for enhancing customer satisfaction, strengthening customer loyalty, and supporting customer retention initiatives through effective communication, issue resolution, customer feedback analysis, and cross-functional coordination.
This role plays a key part in improving the overall customer journey and ensuring consistent service quality across all customer touchpoints
RESPONSIBILITIES- Monitor and evaluate customer feedback across all channels
- Handle escalated customer complaints professionally and within the agreed SLA
- Maintain accurate customer records and complaint logs
- Respond to customer inquires and requests thru multiple communication channels including hotline calls, WhatsApp and email
- Conduct consumer validation activities for new products and services before full-scale launch
- Ensure customer concerns are resolved effectively to maintain customer satisfaction
- Support initiatives aimed at improving customer loyalty and retention
- Coordinate with Operations, Training, Quality, and Marketing teams regarding customer concerns and improvement plans
- Ensure proper follow-up on customer cases until full resolution
- Maintain clear and professional communication with customers and internal stakeholders
REQUIREMENTS- 1–2 years of experience in Customer Service, CRM, Customer Experience, or Hospitality Operations
- Experience in Food & Beverage or Retail industry is preferred
- Very good written and verbal communication skills in Arabic and English
