We are looking for a Customer Experience Agent to join our Regional Team in Lebanon!
Role Purpose
The Customer Experience Agent is responsible for providing the Customer Experience department with required support to ensure a high customer satisfaction.
Key Responsibilities
- Receive customers’ complaints and resolve them according to the set service guidelines and scenarios.
- Follow up on customers’ inquiries/complaints to enhance business performance.
- Keep a detailed log of all cases, record actions taken on the CRM system and share highlighted issues with the Customer Experience Manager to decide on preventive actions to be taken accordingly.
- Escalate unresolved cases in a timely manner to Level 2 for further investigation.
- Respond to customer queries coming from any channel: chat, email, phone, WhatsApp, social media in a timely manner and according to set SLA by our partners.
- Respond to customers within the etiquette set without damaging Brand image.
*Working schedule consists of six days per week, encompassing both AM and PM shifts, including weekends.
LANGUAGE & TECHNICAL SKILLS
Language Proficiency
- Fluency in English and Arabic.
- French is a plus.
Technical Skills
- Proficiency in MS Office Suite.
EDUCATION
- Bachelor's Degree or equivalent Technical Degree (TS).
EXPERIENCE
- Zero to one year of experience in retail or a related field.
AZADEA Group is an Equal Employment Employer – All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or any other characteristic protected by relevant local laws.
- We aim to give our candidates the best experience possible. But due to the amount of applicants applying, we will only get in touch if you have been shortlisted for the role.
