Representative Customer Experience📣 Job Ad

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.

Required Experience

Candidates should possess 0 to 1 year of relevant experience in a customer service or customer experience role.

Application

We invite qualified candidates to apply for this position and contribute to our commitment to customer excellence.