Customer Experience (CX) Specialist – Cairo

Job Description

About the job

• As a Customer Experience Specialist, you are responsible for driving world class customer experience, answering our customers calls/emails/chat in a timely manner with outstanding emotionally intelligent support in the GCC markets. You are a brand champion, with incredible problem-solving skills and are not afraid of difficult questions, troubleshooting issues with the customer and providing as much information as possible to the Tech team to resolve it in record time.
• You work efficiently, multitask and address customers with a positive & can-do attitude to offer the most amazing, friendly, and helpful CX. You are an excellent listener, passionate and empathetic and utilize these strong assets to ensure positive communication when dealing with all stakeholders internally & externally, especially with our lovely customers. You are the voice of the customer in Invygo and promote their feedback internally driving insights to the Product/Dev. teams to enhance their experience through product improvement.
• You report to the Customer Experience Manager and work in a multicultural environment with great possibility of growth & development.

What You Will Do

• Manage customer issues and resolution on a day-to-day basis in GCC through email / chat / phone calls
• Offer exceptional Customer Experience in every interaction, both with the customers and the car-dealers but also with your Invygo teammates internally
• Handle many requests & solve complaints with ease and confidence
• Achieve Individual & Team KPI: SVL, CSAT, Chat bot performance and other contact handling metrics
• Participate in developing new processes to gain efficiency & develop new products to enhance customer experience working cross-functional: partner with engineering & data team, build relationships with the car-dealers, support marketing with feedback loop initiatives, etc

Requirements

• Work experience in Customer Service or Customer Experience industry
• You are proficient both verbally and written in English and Arabic
• You have great Computer, Office and Google suite skills or experience with other similar platforms
• You possess excellent troubleshooting and multi-tasking skills
• You are extremely organized and able to structure your day to achieve your targets
• Exposure to Freshdesk, Freshchat, Ziwo, or similar

What We Like

• You are passionate about helping people and have outstanding communication skills
• You are comfortable working in a startup environment
• You are committed to drive continuous Customer Satisfaction improvement
• You have great attention to detail at a high speed
• You show a positive & can-do attitude, taking ownership of ongoing issues, including those that haven’t necessarily been assigned to you, going the extra mile for the customer and eager to solve the root cause rather than taking the easy way out
• You are a great team player and appreciate to work both individually and as a team