Representative Customer Experience📣 إعلان

منذ 9 ساعات تقريباً

	نوع العقد	دوام كامل
	طبيعة الوظيفة	بالموقع
	الموقع	الرياض

وصف الوظيفة

About the Role

alfanar is seeking a Customer Experience Representative to join our team in Riyadh. This full-time role is central to ensuring a positive customer journey by managing inquiries, coordinating with internal teams, and maintaining high standards of service. The representative will act as a key point of contact, ensuring customers receive clear, timely, and professional support throughout their interactions with the company.

Customer Interaction and Support

Serve as the primary contact point for customers, providing support across various service channels.
Respond to customer inquiries, requests, and concerns promptly and professionally to enhance satisfaction and trust.
Receive, document, and coordinate the resolution of customer complaints and service issues with relevant internal departments, including sales, logistics, and technical support.
Follow up with customers to ensure issues are fully resolved and expectations are met.
Communicate essential information to customers regarding order status, service updates, delivery timelines, and pending requirements, ensuring accuracy and clarity.
Maintain professional communication standards across all channels, including emails, phone calls, and online chats.
Collect customer feedback through various methods, monitor satisfaction levels, and identify recurring concerns or service gaps.
Share customer feedback with concerned teams to support continuous service improvement initiatives.
Cultivate positive customer relationships through professional and helpful service, supporting customer retention efforts.

Data Management and Internal Coordination

Maintain accurate and up-to-date customer records within CRM systems, documenting all inquiries, complaints, follow-ups, and feedback.
Ensure all customer interaction history and service activities are properly documented.
Prepare basic reports on customer feedback, complaints, response times, and service trends.
Coordinate effectively with various internal departments to ensure customer requests are handled smoothly and efficiently.
Follow up on pending actions with concerned teams to enhance the overall customer experience and align service delivery with customer needs.

General Role Accountabilities

Continuously develop and obtain updated soft and technical skills relevant to the role.
Execute planned activities to achieve operational and development targets within established schedules, optimizing resource utilization for cost and time efficiency.
Prepare periodic reports detailing deviations and execution status of planned tasks.
Address and resolve operational problems, escalating complex issues as necessary.
Ensure adherence to quality requirements, contributing to the development of effective quality control processes and specifications.
Support business process improvements by coordinating written systems, policies, and procedures, and identifying automation opportunities.
Comply with all relevant company policies, procedures, and work instructions.
Ensure compliance with health, safety, and environmental management procedures and controls within the defined work area.