Customer Experience Agent

Job description / Role

- 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.

Requirements

Qualifications
- Bachelor's Degree or equivalent technical degree (TS).
- 0-1 year of experience in retail or a related field.
- Fluency in English, Arabic and French.
- Proficiency in MS Office.
- Attention to details: level 1
- Communication Skills: level 2
- Initiative: level 2
- Customer Focus: level 1
- Cultural Awareness: level 1
- Self Confidence: level 1
- Planning and Organizing: level 1

About the Company

Azadea Group is a premier fashion and lifestyle retail company that owns and operates more than 50 leading international franchise concepts across the Middle East, North Africa, Asia and Europe. Since its inception in 1978, the Group has grown a substantial chain of stores representing leading international brand names in fashion and accessories, food and beverage, home furnishing, sporting goods and multimedia.With over 11,000 employees, the company boasts a solid infrastructure overseeing more than 600 stores spread across 15 countries including Algeria, Bahrain, Cyprus, Egypt, Ghana, Iraq, Jordan, Kazakhstan, Kingdom of Saudi Arabia, Kuwait, Lebanon, Oman, Pakistan, Qatar and United Arab Emirates.