As a CX Ambassador at the company, you will act as the voice of the customer, ensuring seamless and satisfactory experiences across all touchpoints. You will work collaboratively with internal teams to address customer concerns, promote service excellence, and drive continuous improvements in customer engagement. This is a full-time, on-site position located in Abu Dhabi Emirate, United Arab Emirates.
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Responsibilities:
- Serve as the first point of contact for customer feedback and escalations.
- Analyze customer interactions to identify trends and recommend improvements.
- Collaborate with operations and service teams to enhance customer journeys.
- Track and report on customer satisfaction metrics.
- Advocate for customer needs in strategic and operational meetings.
- Ensure compliance with customer service standards and policies.
- Maintain accurate and secure records of customer interactions.
- Work cross-functionally with Marketing, Product, and Operations.
- Partner with external service providers as needed to support customer needs.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- Preferred Experience: 3–5 years in customer service or customer experience roles.
Job-Specific Skills:
- Strong interpersonal and communication skills.
- Analytical mindset with a passion for customer-centric solutions.
- Proficiency in CRM systems and customer feedback tools.
- Ability to handle conflict and resolve issues diplomatically.
Language Requirements:
- Proficiency in Arabic is a must.
Corporate Competencies & Key Performance Indicators (KPI):
- Customer Focus
- Communication Excellence
- Conflict Resolution
- Analytical Thinking
- Net Promoter Score (NPS)
- First Contact Resolution Rate
- Customer Satisfaction (CSAT)
- Feedback Turnaround Time
