Customer Experience Agent (Maternity Cover contract)

Pargo launched operations in Egypt and is looking for a strong Customer Experience Agent to enthusiastically handle inbound and outbound queries related to Pargo s Click & Collect and Returns products. Youll be part of the Marketing team that ensures a seamless parcel delivery process for our clients. You will identify customer needs respond to customer queries and collaborate with internal departments to optimize customer service and brand awareness. Communicate closely with clients to achieve a high return on end-user selection of Pargo s products.

To ensure success as a customer experience agent you should exhibit in-depth knowledge of customer engagement channels and experience. A customer experience agent will be someone whose expertise results in excellent customer relationship management and a positive brand image.

Duties and Responsibilities:

• Tracking customer experiences across online and offline channels devices and touchpoints.
  

• Identifying customer needs and taking proactive steps to maintain positive experiences.
  

• Record customer interactions accurately documenting inquiries and resolutions.
  

• Respond to customer inquiries via phone email in a timely professional manner and with empathy
  

• Troubleshoot and resolve customer issues escalating complex problems when necessary.
  

• Performing service tests evaluating after-sales and support services and contributing to improvements.
  

• Provide feedback on common customer concerns and contribute to continuous improvement efforts.
  

• Support the stakeholder by providing insights into customer needs and experiences.
  

Requirements

The experience and skills we believe you will require to be successful in this role:

• 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 client-centered approach.
  

• Great organizational and time management abilities.
  

• Superb communication collaboration and problem-solving skills.
  

• A bachelors degree would be advantageous
  

The type of person we believe will be successful in this role:

• Customer Centric
  

• Active Listener emotionally intelligent & had great communication skills
  

• Technical knowledge
  

• Adaptable and agile with an 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
  

• An empathetic optimistic outlook and able to see opportunities within challenges
  

• Enthusiastic collaborative and not afraid to take risks.
  

• Based in Cairo
  

Our Approach

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
  

• Prioritise our customers and lastly and most importantly
  

Benefits

• We have a great young team of hard-working colleagues who enjoy the following benefits
  
• Valuable learning opportunities from seasoned professionals with an entrepreneurial spirit
  
• Insight into the running of a high-growth innovative start-up
  
• Competitive remuneration
  
• Encouragement of own initiatives
  
• Space for self-growth
  
• Enrolment into personal training programmes