Customer Care Expert

About the Role

We are looking for a proactive and customer-focused Customer Care Expert to manage the complete customer journey, ensuring an outstanding customer experience from the first inquiry through after-sales support.

The successful candidate will be responsible for customer communication, lead follow-up, CRM management, order coordination, complaint handling, refill follow-up, customer retention, and cross-functional coordination with Sales, Operations, Warehouse, and Logistics teams.

• Respond to customer inquiries via phone, Whats App, email, website, and social media.
• Handle customer complaints professionally and ensure timely resolution.
• Manage and follow up on leads from marketing campaigns until conversion.
• Prepare and send quotations to prospective customers.
• Maintain accurate customer records in the CRM system.
• Create, update, and close customer tickets.
• Coordinate with Sales, Warehouse, Logistics, and Operations to ensure smooth order fulfillment.
• Monitor order status and provide customers with regular updates.
• Follow up with customers regarding refill schedules and after-sales services.
• Re-engage inactive customers and improve customer retention.
• Identify opportunities for upselling and cross-selling.
• Monitor customer satisfaction and deliver an exceptional customer experience.
• Prepare daily, weekly, and monthly performance reports.
• Ensure compliance with company policies, service standards, and operational procedures.

• Bachelor's degree in Business Administration, Marketing, Customer Service, or a related field.
• Minimum of 3 years of experience in Customer Care, Customer Experience, Customer Success, or CRM.
• Hands-on experience with CRM systems.
• Strong communication and interpersonal skills.
• Excellent organizational and time management abilities.
• Strong problem-solving and analytical skills.
  
  Ability to work under pressure and manage multiple priorities.
• Proficiency in Microsoft Office, especially Excel.
• Fluency in Arabic and English (spoken and written).

• Customer-centric mindset.
• Excellent communication and negotiation skills.
• Attention to detail and accuracy.
• Strong follow-up and organizational skills.
• Team player with a collaborative attitude.
• Ability to build long-term customer relationships.
• Experience in customer retention and loyalty programs.

"If you are passionate about delivering exceptional customer experiences and thrive in a fast-paced environment, we would love to hear from you."