Customer Experience Agent

The Role

Responsibilities

Key Responsibilities:

• Tracking customer experiences across online and offline channels, devices, and touch-points.
  
• Collaborating with the product team, as well as the sales, marketing, and operations teams to enhance customer services and brand awareness.
  
• Aligning customer experience strategies with marketing initiatives and informing customers about new product features and functionalities.
  
• Identifying customer needs and taking proactive steps to maintain positive experiences.
  
• Responding to customer queries in a timely and effective manner, via phone, email, social media, and chat applications.
  
• Analyzing customer feedback on product ranges and new releases and preparing reports.
  
• Performing product tests, evaluating after-sales and support services and contributing to improvements.
  
• Documenting processes and logging technical issues, as well as customer compliments and complaints.
  
• Keeping informed of industry trends and new CRM technologies.
  

Requirements

• At least 2 years experience as a customer experience specialist, or a similar customer support role.
  
• Extensive experience in gathering and interpreting customer experience information.
  
• Solid knowledge of online customer engagement platforms and channels.
  
• Proficiency in MS Office, as well as CX and CRM software.
  
• Exceptional interpersonal skills and a customer-centered approach.
  
• Great organizational and time management abilities.
  
• Superb communication, collaboration, and problem-solving skills.
  
• A bachelorsdegree would be advantageous
  

• Customer Centric
  
• Active Listener, emotionally intelligent & had great communication skills
  
• Technical knowledge
  
• Adaptable and agile with open mindset
  
• Action-oriented and an exceptional executor
  
• Energized by working in a fast paced and constantly changing environment
  
• Excellent verbal and written communication and presentation skills, plus the ability to clearly articulate and express complex and sometimes situational issues to a wide variety of people and groups at any level
  
• Empathetic, optimistic outlook and able to see opportunities within challenges
  
• Enthusiastic, collaborative and not afraid to take risks.
  
• Based in Cairo
  

Benefits

• Valuable learning opportunities from seasoned professionals with an entrepreneurial spirit
  
• Insight into the running of a high growth, innovative tech company within the growing ecommerce space
  
• Competitive remuneration
  
• Flexible work hours
  
• Encouragement of own initiative
  
• Space for self-growth
  
• Specific benefits for this role can be discussed with the Hiring Manager
  
  

• Our vision is to create access for anybody in Africa. Our approach to achieving this is to:
  
• Take action
  
• Execute exceptionally
  
• Embrace change
  
• Be transparent
  
• Prioritize our customers and lastly and most importantly
  
• Dream BIG