Customer Experience Associate

Video Verification

• Note: This role is specifically for female candidates due to the requirement of video verification for hijabi female app users.

• Conduct video verifications for app users to ensure compliance with identity verification protocols as the app is only open to legal UAE and KSA residents

Customer Service

• Respond to customer inquiries via Company website chat on social media platforms such as Facebook, Instagram, WhatsApp, and YouTube.

• Provide problem-solving, crisis management, and customer query resolution in a professional and friendly manner.

• Assist users with order placement, tracking, returns/refunds, and account-related tasks.

• Engage with app users to address inquiries, resolve issues, and provide product/service information.

• Encourage incoming leads to create accounts on the app and apply for offers.

• Troubleshoot technical issues and escalate complex problems to the appropriate teams for resolution.

• Collaborate with cross-functional teams to ensure seamless customer experiences.

• Meet or exceed key performance indicators (KPIs) related to response times, customer satisfaction, and quality of service.

• Continuously learn and stay updated on the app’s features, updates, and services, demonstrating a proactive willingness to adapt and grow

Reporting

• Proficiency in Microsoft Excel and PowerPoint is mandatory.

• Experience with large data management using a Content Management System (CMS) is an added advantage.

• Produce client and internal reports using Excel and PowerPoint, including daily pacing and tracking against plans, and providing recommendations.

• Prepare FAQ sheets and create automated responses for efficiency.

• Maintain accurate and detailed records of customer interactions, transactions, and resolutions in CRM software.

Social media support

• Translate marketing content and social media posts into Arabic using Canva and pre-schedule posts once a month.

• Engage with English and Arabic social media accounts by leaving relevant comments on posts

• Connect with Arabic micro and nano influencers encouraging them to join our app referral programs and promote the app with their followers

• Fluent Arabic proficiency (Native/Written)

• Good English proficiency (Intermediate written and spoken)

• Minimum 2 years of experience using Microsoft Excel

• Minimum 1-2 years of experience with project reporting in Excel.

• Experience working in a remote, multi-cultural team

• 2 years experience working with Customer Relationship Management (CRM) software.

• Experience managing customer inquiries via social media platforms (e.g., Facebook, Instagram, WhatsApp)

• Experience in translating content from English to Arabic for social media or other platforms.

• Experience using Canvas for creating social media post.