Senior Customer Experience Specialist

J&T Express Egypt

Posted on 23 Oct

Experience

3 - 8 Years

Job Location

Cairo - Egypt

Education

Bachelor of Commerce(Commerce), Bachelor of Business Administration(Management)

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

Job Description

  • Monitor customer experience metrics (e.g., NPS, CSAT, response time), analyze feedback, and drive improvement initiatives.
  • Design and optimize customer journey processes, coordinating across CS, operations, and IT teams to ensure consistency.
  • Lead customer satisfaction surveys and complaint analysis, propose corrective actions and ensure implementation.
  • Participate in customer service training and script development to ensure communication quality.
  • Follow up on VIP customers or major complaints and coordinate cross-departmental solutions.
  • Support the enhancement of customer service systems, SOPs, and workflows to improve efficiency.

Desired Candidate Profile

  • Bachelor s degree or higher in Management, Marketing, Logistics, or related fields.
  • At least 8 years of experience in customer service or experience management, with 3+ years in a senior or managerial role.
  • Familiar with express/logistics industry operations.
  • Strong data analysis and customer satisfaction management skills; proficiency in Excel and CRM tools.
  • Excellent communication, coordination, and problem-solving abilities.
  • Fluent in English.

Company Industry

  • Logistics
  • Transportation
  • Warehousing
  • Courier

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • Senior Customer Experience Specialist

Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@naukrigulf.com

J&T Express Egypt

https://wuzzuf.net/jobs/p/zv3xmiqs7wde-senior-customer-experience-specialist-jt-express-egypt-cairo-egypt