Customer Experience Agent

ABOUT THE COMPANY

AZADEA Group is apremierlifestyle retail company that ownsand operates more than 40 leading internationalfranchise concepts in fashion and accessories, food and beverage, home furnishings,sporting goods, multimedia and beauty and cosmetics across theMiddle East and Africa spreadacross 13 countries overseeing more than 700 stores.

JOB PURPOSE

The Customer Experience Agent is responsible for providing crucial support to the customer experience department to maintainhigh levels of customer satisfaction. He/she engages with customers to provide information about products and services, address inquiries, and manage complaints for resolution.

RESPONSIBILITIES

• Respond to customers' complaints and resolve them in accordance with established service guidelines and scenarios.
• Take notes of promised follow-up actions and record actions taken during each sales call to improve business performance.
• Maintain a detailed log of all cases, record actions taken in the CRM system, and communicate highlighted issues to the senior management to determine preventive actions to be implemented accordingly.
• Escalate unresolved cases in a timely manner to "Level 2" for further investigation.
• Provide basic product/service information and respond to customer queries promptly via all channels: chat, email, phone, or social media platforms, in accordance with the Service Level Agreement (SLA) set by partners.
• Follow a range of mandatory procedures to ensure work is carried out according to required quality standards without compromising the brand image.

LANGUAGE & TECHNICAL SKILLS

Language Proficiency 

• Fluency in English and Arabic.
• Fluency in French is a plus.

Technical Skills

• Proficiency in MS Office

EDUCATION

Bachelor's degree in Business Administration, or a related field.

EXPERIENCE

Zero to two years of experience in Retail, or a similar role.

BEHAVIORAL COMPETENCIES

Customer Focus

Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas.

Action Oriented

Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes immediate, decisive, independent action to resolve issues or problems. Persists as needed. Quickly and consistently identifies and pursues beneficial new opportunities.

Communicates Effectively

Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, listens attentively and takes an interest. Keeps others well informed; conveys information clearly, concisely, and professionally when speaking or writing.

Interpersonal Savvy

Relates openly and comfortably with diverse groups of people. For example, maintains an open, friendly, and accepting demeanor when interacting with others; starts conversations and builds rapport; listens attentively and responds non-defensively when given advice, instruction, or critical feedback.

Instills Trust

Gains the confidence and trust of others through honesty, integrity, and authenticity. For example, acts consistently with the organization's policies and practices. Shows honesty and candor when working with others. Honors agreements and meets commitments.