Customer Experience Specialist

About the Role

United Group is seeking a Customer Experience Specialist to join their team in Makkah, with operations covering Jeddah and Makkah. This full-time role is designed to ensure a consistent and excellent customer experience across all touchpoints by efficiently managing inquiries, complaints, feedback, and service requests. The specialist will contribute to improving customer satisfaction, strengthening relationships, and supporting customer retention, while providing insights for product and service enhancements.

Key Responsibilities

• Serve as the primary contact for customer inquiries, requests, and complaints across various channels including telephone, email, WhatsApp, and social media.
• Respond to customer inquiries promptly and professionally, ensuring accurate and consistent information.
• Follow up on customer requests until resolution and keep customers informed of progress.
• Coordinate with Sales, Distribution, Logistics, Finance, Quality, and other departments to resolve customer issues.
• Monitor customer feedback to identify recurring issues affecting the customer journey.
• Collect and analyze customer feedback through surveys, direct interactions, and other channels.
• Support initiatives aimed at improving customer satisfaction, loyalty, and retention.
• Identify opportunities to simplify customer interactions and enhance service quality.
• Ensure a consistent customer experience across different touchpoints and regions.

Data Management and Reporting

• Maintain accurate records of customer interactions within the CRM or designated customer management system.
• Prepare regular reports on inquiry volumes, response times, complaint resolution, customer satisfaction, and recurring issues.
• Analyze customer feedback to identify trends and recommend corrective actions.
• Maintain customer confidentiality and adhere to company policies on data protection.

Cross-Functional Collaboration

• Collaborate with Sales and Distribution teams to address customer inquiries related to products, orders, delivery, and availability.
• Coordinate with Quality and Technical teams regarding product-related complaints and technical inquiries.
• Support Marketing in customer engagement campaigns, satisfaction surveys, and communication initiatives.
• Share customer insights with relevant stakeholders to improve products, services, and internal processes.

Qualifications and Experience

• 0-1 years of relevant experience.
• Demonstrated ability to deliver excellent customer service.
• Strong communication and interpersonal skills.
• Proficiency in managing customer interactions across multiple channels.

Work Type

This is a full-time position based in Makkah, Saudi Arabia.