Customer Experience Officer

Almanea Co.

Job description:

The Customer Experience Officer is a key member of the team, responsible for ensuring an exceptional experience for every customer who visits the store. This role focuses on managing customer complaints and requests, providing direct in-store assistance, and proactively monitoring and addressing indicators that may affect customer satisfaction. They also escalate pending issues when necessary and support management during Ministry of Commerce inspections to ensure compliance with standards and regulations.

Tasks and responsibilities:

• Greeting customers inside the store, providing support, and answering their inquiries.

• Receiving and processing customer complaints and requests effectively to ensure their satisfaction.

• Follow up on pending requests with the relevant departments and escalate them when necessary.

• Documenting complaints and observations and submitting periodic reports to management.

• Ensuring that the approved customer experience policies and procedures are implemented in the store.

• Providing suggestions to improve customer experience and reduce the causes of complaints.

• Supporting sales staff in how to best deal with customers.

Required skills:

• Excellent communication and customer service skills.

• Ability to handle complaints and solve problems.

• High follow-up and organizational skills.

• Knowledge of the basics of customer experience and service quality.

• The ability to work under pressure and handle multiple situations.

• Proficiency in using computers, store systems, and CRM.

• Tact and good communication skills with different customer segments.

Academic qualifications and experience:

• High school diploma or equivalent as a minimum.

• Previous experience in in-store customer service is preferred.

• Knowledge of policies and regulations related to consumer rights