Customer Experience Associate

Job Description:

Handle day-to-day customer inquiries and requests through non-voice channels including email, social media, WhatsApp, and ticketing systems with professionalism and accuracy.
Manage and resolve customer tickets within SLA while ensuring high-quality communication and proper case documentation.

Monitor 3PL shipment status and proactively follow up to ensure timely delivery and issue resolution
Conduct outbound follow-up calls related to existing tickets to ensure issue resolution and customer satisfaction.
Coordinate with internal teams to resolve customer issues efficiently.
Track, update, and maintain accurate records of all customer interactions in CRM systems.
Ensure timely responses across all platforms while maintaining brand tone and communication standards.
Handle customer complaints and provide appropriate solutions within defined processes.
Monitor pending and open tickets, ensuring proper follow-up and closure within agreed timelines.
Identify recurring issues and escalate trends or system gaps to management.
Support customer retention by ensuring a smooth and satisfactory resolution experience.

Requirements:

1–3 years of experience in customer service, preferably in back office, email, or ticket handling roles.

A call center background is preferred.
Excellent written communication skills in Arabic and English.
Good verbal communication skills for follow-up calls.
Experience handling social media and WhatsApp customer interactions.
Strong organizational skills with the ability to manage multiple tickets simultaneously.
Attention to detail and ability to document cases clearly and accurately.
Ability to work under pressure and meet SLAs in a fast-paced environment.
Basic problem-solving skills and a customer-focused mindset.
Familiarity with CRM systems (e.g., Zendesk, Gorgias) is a plus.