Responsible for managing customer interactions and feedback through several channels and across various business units in the company
Act as a liaison between customers and internal teams, ensuring that customer concerns are addressed in a timely and satisfactory manner and handling the Closed Loop Process
Play a crucial role in identifying and analyzing customer feedback, which will help the company improve its products and services
Job Responsibilities
Responding to customer inquiries and feedback through various channels, including phone, email, chat, and social media and any new channels implemented
Recording and managing customer feedback and complaints in a CRM system
Collaborating with different business units within the company, including product development, marketing, and customer service, to resolve customer issues and improve customer experience
Closing the loop with customers by following up on their feedback, ensuring that appropriate actions have been taken to address their concerns, and communicating the resolution to the customers
Analyzing customer feedback to identify trends and issues across different business units
Providing insights and recommendations to the management team based on customer feedback and analysis
Support in developing and implementing customer surveys and feedback programs across different business units
Staying up to date with industry trends and best practices in customer experience and VOC management
Interacts with diverse levels of internal and external personnel to develop and maintain effective communication to resolve issues and inquiries
Continuously monitoring and adjusting strategies based on changing customer needs and expectations
Job Requirements
Bachelor's degree in business administration, marketing, or a related field
At least 2 years of experience in customer service or a similar role, preferably in a closed loop processExcellent communication skills, both verbal and written
(English and Arabic)
Proficiency in using CRM and other customer feedback management tools
Demonstrated ability to be adaptable and flexible with the capacity to accept change