Customer Experience Associate
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Job Description
Video Verification
Note: This role is specifically for female candidates due to the requirement of video verification for hijabi female app users.
Conduct video verifications for app users to ensure compliance with identity verification protocols as the app is only open to legal UAE and KSA residents
Customer Service
Respond to customer inquiries via Company website chat on social media platforms such as Facebook Instagram WhatsApp and YouTube.
Provide problemsolving crisis management and customer query resolution in a professional and friendly manner.
Assist users with order placement tracking returns/refunds and accountrelated tasks.
Engage with app users to address inquiries resolve issues and provide product/service information.
Encourage incoming leads to create accounts on the app and apply for offers.
Troubleshoot technical issues and escalate complex problems to the appropriate teams for resolution.
Collaborate with crossfunctional teams to ensure seamless customer experiences.
Meet or exceed key performance indicators (KPIs) related to response times customer satisfaction and quality of service.
Continuously learn and stay updated on the apps features updates and services demonstrating a proactive willingness to adapt and grow
Reporting
Proficiency in Microsoft Excel and PowerPoint is mandatory.
Experience with large data management using a Content Management System (CMS) is an added advantage.
Produce client and internal reports using Excel and PowerPoint including daily pacing and tracking against plans and providing recommendations.
Prepare FAQ sheets and create automated responses for efficiency.
Maintain accurate and detailed records of customer interactions transactions and resolutions in CRM software.
Social media support
Translate marketing content and social media posts into Arabic using Canva and preschedule posts once a month.
Engage with English and Arabic social media accounts by leaving relevant comments on posts
Connect with Arabic micro and nano influencers encouraging them to join our app referral programs and promote the app with their followers
Qualifications :
Fluent Arabic proficiency (Native/Written)
Good English proficiency (Intermediate written and spoken)
Minimum 2 years of experience using Microsoft Excel
Minimum 12 years of experience with project reporting in Excel.
Experience working in a remote multicultural team
2 years experience working with Customer Relationship Management (CRM) software.
Experience managing customer inquiries via social media platforms (e.g. Facebook Instagram WhatsApp)
Experience in translating content from English to Arabic for social media or other platforms.
Experience using Canvas for creating social media post.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
