Customer Experience Officer

We are looking for promising talent to fill the position of # Customer Experience Officer within the emarketing Team, based in Cairo (Both remote and office work conditions will be apply). In this capacity the # Customer Experience Officer be responsible for actively communicating with customers regarding all their inquiries and complains, suggestions, and provide assistance in order to fulfil their needs, and ensuring their satisfaction with our merchandises and services provided. Also, He/she will be responsible for the following duties:-

• Implementing the CRM policies, procedures and instructions related to customers' inquiries, complains and suggestions and keeping all relevant records
• Providing sufficient information about our merchandises and services provided to customers, and communicating with them, updating key contacts information, and ensure customer awareness nbsp; for the merchandises details and services provided.
• Communicating with customers regarding receiving, canceling and retrieving orders, maintaining an updated records for communications, transactions, comments, complains and submitting related reports to the direct manager.
• Receive customer inquiries and complains via phone and e-mail, and communicate across relevant parties to assist clients overcoming their problems and provide a prompt response to nbsp; all their inquiries.
• Creating and updating all record regarding customer rsquo;s complains and suggestions, and contributing to solve their issues, and take the necessary action for nbsp; a root-cause analysis in order to define key corrective and preventive action to be taken.
• Ensure achieving a high levels of customer satisfaction through the impartiality, objectivity and self-control, and setting priorities for all related issues and complains, as well as communicating with them regarding satisfaction surveys to be submitted to the direct manager for review.