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customer experience specialist

Amazon

<div>
 
 Description
 
 
 
 We are Amazon&rsquo;s Tech Support Executive Customer Relations group and work on behalf of Senior Leaders to resolve complex customer problems and prevent similar issues from happening again, owning Digital, Device &amp; Alexa executive customer escalations globally.
 
 
 The Senior ECR Specialist is a key point of contact for relevant business and development teams, and will support them on resolution of executive escalations they own, but require CS support.
 
 
 Language skills are especially important, as this person will create succinct write-ups in a narrative style format for senior leaders. The successful candidate must also have the ability to research complex use cases that involves multiple customer contacts and determining the root cause(s) for the issue.
 
 
 
 The Core Functions Of The Senior ECR Specialist Include
 
 
 
 <ul>
 <li>
 Resolve Customer Trust Escalations related to Amazon Brand, data regulation, or privacy concerns, driving tech investigation to identify root cause and restoring the customer&rsquo;s trust in devices
 </li>
 <li>
 Support the managers on the day to day VP Inquiries owning the investigation of an escalation from start to end, including preparing the final responses to senior leaders, following the narrative style format
 </li>
 <li>
 Dive deep into customer problems, building the entire history of customer contacts, to determine root cause
 </li>
 <li>
 Contact the customer directly to gather data for root cause analysis, troubleshooting, and close the case for the customer
 </li>
 <li>
 Conduct data queries and general data analytics related to escalations the team is handling
 </li>
 <li>
 Manage process improvement initiatives, including the scoping and implementation of projects stemming from escalations
 </li>
 <li>
 Effectively communicate with both internal and external customers by adjusting your communication style to your audience
 </li>
 <li>
 Create and document new processes to efficiently handle escalations and ensure that the D2AS Escalations Domain in KC is up to date
 </li>
 <li>
 Serves as a role model by displaying good judgment, a positive work ethic, strong interpersonal skills, and adherence to company policies and a commitment to excellent customer service
 </li>
 <li>
 Successfully completes approved special projects as assigned
 
 
 </li>
 </ul>
 
 Basic Qualifications
 
 
 
 <ul>
 <li>
 Fluency in Arabic, English and German (spoken and written)
 </li>
 <li>
 Must be in good standing
 </li>
 <li>
 Experience with MS Office and CSC customer service tool set
 </li>
 <li>
 Bachelor's degree or 2 years Amazon Experience
 </li>
 <li>
 Experience interpreting and communicating analytics
 </li>
 <li>
 Experience communicating technical concepts to a non-technical audience
 </li>
 <li>
 Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment
 </li>
 <li>
 Illustrate communicating and/or presenting to Sr. Leaders or other stakeholders
 </li>
 <li>
 Demonstrates flexibility in work hours based on scheduling needs and customer demands
 </li>
 <li>
 A minimum of six months of experience handling customer escalated contacts such as D2AS Advanced Technician, DART (Resolution Specialist), Social Media, ECR or Search &amp; Rescue.
 
 
 </li>
 </ul>
 
 Preferred Qualifications
 
 
 
 <ul>
 <li>
 Experience utilizing Heartbeat and Tableau
 </li>
 <li>
 Proficiency in other languages
 </li>
 <li>
 Proficient project management skills (communication, planning, documentation) and the proven ability to identify opportunities, and drive them to completion (kaizen, six sigma, project management methods).
 </li>
 <li>
 Knowledge of project management tools like SIM.
 </li>
 <li>
 HTML skills for creation of departmental and interdepartmental documentation and communication.
 
 
 </li>
 </ul>
 Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you&rsquo;re applying in isn&rsquo;t listed, please contact your Recruiting Partner.
 
 
 
 
 Company
 
 - Souq.com for E-Commerce LLC
 
 
 Job ID: A2788428
</div>

Sr. Customer Service Specialist DE, Digital, Device, and Alexa Support (D2AS) Executive Customer Relations

JoVE

<div>
 
 JoVE is the world- leading producer and provider of video solutions with the mission to improve scientific research and education. Millions of scientists, educators and students use JoVE for their research, teaching and learning. Our institutional clients comprise over 1,000 universities, colleges, and biopharma companies, including such leaders as Harvard, MIT, Yale, and Stanford. As a rapidly growing company, with offices in the USA, UK, Australia, and India servicing clients in over 60 countries, we are seeking talented and ambitious individuals to join our company.
 
 
 
 
 
 
 The Role
 
 
 
 
 
 
 As a Customer Success Specialist, you will work with leading universities and research institutions across Egypt to help professors use JoVE video resources to improve teaching, and support student success. You&rsquo;ll play a key role in bridging science and education by ensuring our users get the most value from their JoVE subscription.
 
 
 
 
 
 
 Responsibilities:
 
 
 
 
 
 <ul>
 <li>
 Develop relationships with key decision makers (Head of Departments, Dean of Faculties, Librarians, etc.) and teaching/research staff at Universities and Research Institutes through daily outreach (phone calls, 1:1 demo meetings, emails).
 </li>
 <li>
 Customer-facing role focused on engaging with Professors to integrate JoVE resources into their curriculum and increase usage at existing customer institutions.
 </li>
 <li>
 Delivering product awareness within new and ongoing customer Universities and Research Institutes.
 </li>
 <li>
 Product presentations delivery and webinars organization at (1) exhibits and conferences (2) University seminars and workshops (3) client onsite visits.
 </li>
 <li>
 Provide customer feedback to sales, product, and marketing teams.
 </li>
 <li>
 Maintain positive ongoing relationships with customer institutes to provide support and ensure client satisfaction and retention.
 </li>
 </ul>
 
 
 
 
 
 Requirements:
 
 
 
 
 
 <ul>
 <li>
 
 A master's degree or PhD in Life Science disciplines.
 
 </li>
 <li>
 1-3 years of experience in customer facing roles is preferred.
 </li>
 <li>
 Fluent communication skills in Arabic &amp; English.
 </li>
 <li>
 Knowledge of education, market trends, and challenges in assigned content areas i.e. Biology, Chemistry, Medicine, Physics, Engineering, or Psychology.
 </li>
 <li>
 Strong interpersonal skills with a passion for remote relationship-building.
 </li>
 <li>
 Possess excellent listening skills and attention to detail.
 </li>
 <li>
 Experience in networking using cold calling is preferred.
 </li>
 </ul>
 
 
 
 
 
 
 
 
 Please share your resume in English.
 
 
 
 
 
 
 
 Why Join JoVE?
 
 
 
 
 
 <ul>
 <li>
 You can expect compensation package competitively placed within the local market.
 </li>
 <li>
 You will make a direct impact in accelerating science research and in improving student learning in science education.
 </li>
 <li>
 Opportunity to work with global teams and in an environment that promotes innovation and collaboration.
 </li>
 <li>
 Our strong promotion from within culture draws a clear path to advance your career with us
 </li>
 </ul>
 
 
</div>

Customer Success Specialist,Life Sciences

Azadea Group

<div>
 
 
 Purpose:
 
 
 
 
 
 
 Person responsible for all actions related to customer experience in the store. It aims to offer the best possible service to customers, both in the moment of sales assistance and In the resolution of any subsequent problems. Will be raising awareness with the team In regard to multi-channel, promoting iPod sales and Store Mode. Have good measurement of results and creates strategies in order to Improve their customer experience in the store. Responsible to Implement company projects In regards to customer care.
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 
 <ul>
 <li>
 Oversees all aspects of the customer service experience to spot improvements areas in processes and procedures and make improvements of customer service quality.
 </li>
 <li>
 To ensure a high level of customer satisfaction is offered in the store.
 </li>
 <li>
 To support customer service with product, knowledge and awareness of the new arrivals, the best sellers and fashion trends and offer alternatives with the services we provide and the technology we use in the store.
 </li>
 <li>
 Knows and analyze customer profile in store to implement and action strategies based on the market- current and potential target.
 </li>
 <li>
 It&rsquo;s aware of different marketing strategies in Zara.com to inform the team in order for better information provided for customers.
 </li>
 <li>
 Good communication skills and fast problem solving when dealing with customer issues. Good conflict management skills.
 </li>
 <li>
 It&rsquo;s aware of customer flow to ensure sufficient cover is in key points on the shopfloor.
 </li>
 <li>
 Creates and implements strategies keeping in focus the priorities of the floor in order to Improve a better customer journey .
 </li>
 <li>
 Train all the team In regards to Store Mode and ensure Information Is passed to customers to Improve their experience In store.
 </li>
 <li>
 Create a monthly analysis based on a Mystery Shopper Action and work On the results by creating a action plan.
 </li>
 <li>
 Train the team in providing excellent customer service and ensure the team is applying the minimums of customer service.
 </li>
 <li>
 Develop the team in order for them to be able to identify different customer profile and how to adapt to different needs.
 </li>
 <li>
 Demonstrate to the team how to create a loyal customer base in the store ensuring good service is provided.
 </li>
 <li>
 Train the team on using the devices in store in order to provide better customer experience.
 </li>
 <li>
 Comply with the Company Health &amp; Safety Policy.
 </li>
 <li>
 To be an ambassador in the company&rsquo;s sustainability project and ensure that the company upholds and works towards finding new, innovative and economically reductive ways to stay sustainable
 </li>
 </ul>
 
 
</div>

Customer Experience Manager - Zara

PwC Middle East

<div>
 
 Line of Service
 
 
 
 Advisory
 
 
 
 Industry/Sector
 
 
 
 Technology
 
 
 
 Specialism
 
 
 
 Advisory - Other
 
 
 
 Management Level
 
 
 
 Associate
 
 
 
 Job Description &amp; Summary
 
 
 
 A career within General Consulting services, will provide you with the opportunity to help clients seize essential advantages by working alongside business leaders to solve their toughest problems and capture their greatest opportunities. We work with some of the world&rsquo;s largest and most complex companies to understand their unique business issues and opportunities in an ever changing environment. We help create sustainable change by stimulating innovation, unlocking data possibilities, navigating risk and regulatory complexity, optimising deals, and aligning costs with business strategy to create a competitive advantage.
 
 
 
 About PwC ETIC - Egypt Technology And Innovation Centre
 
 
 
 PwC opened a new Technology &amp; Innovation Center in Cairo that delivers high quality technology solutions to consulting Clients across the
 
 
 globe. The Centre provides a broad suite of skills and services to our clients, ranging from Packaged Applications such as SAP &amp; Oracle, to
 
 
 Cybersecurity, Data Analytics, Custom Development and Cloud services utilising AWS, Azure and Google, as well as expanding our existing
 
 
 Managed Services capabilities.
 
 
 The centre is looking to expand rapidly and we are looking for enthusiastic self-starters with a passion for technology and client delivery
 
 
 to help shape and form this new venture.
 
 
 
 Change and Delivery Specialist for our PowerPoint Slide Factory and Graphics Team (Associate Grade)
 
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Creativity and technical know-how &ndash; as part of our slide factory, you help to implement a high quality standard in our offer and presentation documents
 </li>
 <li>
 Diverse range of tasks &ndash; as part of the graphic accompaniment of offer and presentation documents, where you gain insights into different industries, companies, topics and teams. When lay outing the slides, your daily tasks will also include image research and editing.
 </li>
 <li>
 Setting accents &ndash; You deal intensively with current design and web topics and always keep an eye on new trends. In doing so, you will integrate them into your daily work.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 You have a degree in graphic design or a comparable qualification.
 </li>
 <li>
 You have 1+ years of professional experience
 </li>
 <li>
 They have a high affinity for creative design and can implement their ideas in common graphic and design programs. A special focus of this position is on the design of documents in MS PowerPoint and Word. The handling of Adobe Creative Cloud programs is also part of her portfolio.
 </li>
 <li>
 Experience in video editing and in the creation of illustrations would be desirable.
 </li>
 <li>
 You enjoy working in a team and keep track of things even under high deadline pressure.
 </li>
 <li>
 You are characterized by an interest in economic topics, a quick grasp, creativity and an independent and careful way of working.
 </li>
 <li>
 Very good English skills round off your profile.
 </li>
 <li>
 German-speaking is a strong plus
 
 
 </li>
 </ul>
 
 Education
 
 
 (if blank, degree and/or field of study not specified)
 
 
 
 Degrees/Field of Study required:Degrees/Field of Study preferred:
 
 
 
 Certifications
 
 
 (if blank, certifications not specified)
 
 
 
 
 Required Skills
 
 
 
 
 Optional Skills
 
 
 
 Accepting Feedback, Accepting Feedback, Active Listening, Agile Methodology, Business Process Improvement, Communication, Costing, Emotional Regulation, Empathy, Inclusion, Intellectual Curiosity, IT Project Lifecycle, Optimism, Process Mapping, Process Standardization, Program Management, Project Budgeting, Project Coordination, Project Delivery, Project Documentation, Project Governance, Project Integration, Project Management, Project Management Office (PMO) Development, Project Management Software (PMS) {+ 14 more}
 
 
 
 Desired Languages
 
 
 (If blank, desired languages not specified)
 
 
 
 
 Travel Requirements
 
 
 
 Not Specified
 
 
 
 Available for Work Visa Sponsorship?
 
 
 
 No
 
 
 
 Government Clearance Required?
 
 
 
 No
 
 
 
 Job Posting End Date
 
</div>

ETIC, Change & Delivery Specialist - Associate

Transmar

<div>
 
 Responsibilities:
 
 
 
 <ul>
 <li>
 Managing and executing customer bookings against space and equipment availability.
 </li>
 <li>
 Managing and executing documentation process.
 </li>
 <li>
 Managing and executing invoicing and BL Delivery.
 </li>
 <li>
 Completing required periodical reports.
 </li>
 <li>
 Cooperating with Sales counterpart for maximum customer retention and satisfaction.
 </li>
 <li>
 Meeting designated customer SLAs.
 </li>
 <li>
 Proactively helping customers with their shipment process.
 </li>
 <li>
 Following up on the forecasted shipping volumes of the customers.
 </li>
 <li>
 Managing existing accounts.
 
 
 
 </li>
 </ul>
 
 Qualifications:
 
 
 
 <ul>
 <li>
 1-3 years of experience in any customer service/account management role.
 </li>
 <li>
 Bachelor's degree in relevant field (Preferably Logistics).
 
 </li>
 </ul>
</div>

Customer Experience Executive

Telda

<div>
 The Customer Experience Team Leader is responsible for overseeing the daily operations of the customer experience team, ensuring
 
 
 high-quality service delivery and customer satisfaction. This role involves managing team performance, providing training and
 
 
 support, and implementing best practices to enhance service efficiency. The Team Leader will also handle escalated customer issues,
 
 
 analyze service metrics, and collaborate with other departments to improve overall customer experience. Strong leadership,
 
 
 communication, and problem-solving skills are essential for success in this position.
 
 
 
 Duties And Responsibilities
 
 
 
 <ul>
 <li>
 Prepare Weekly/Monthly Business Reviews
 </li>
 <li>
 Incident Management and Reporting
 </li>
 <li>
 Social Media Complaint Management (Optional)
 </li>
 <li>
 Planned Leave Requests
 </li>
 <li>
 Daily Reporting
 </li>
 <li>
 Team Members Development Plans
 </li>
 <li>
 Agent Salary Issues
 </li>
 <li>
 Cascade KPI Attainment
 </li>
 <li>
 Detractor Validation
 </li>
 <li>
 Performance Management
 </li>
 <li>
 Coaching on Invalid Cases Tracker Sheet
 </li>
 <li>
 Validate Raised Tickets on Jira
 </li>
 <li>
 Scheduling Breaks
 </li>
 <li>
 Outbound Calls
 </li>
 <li>
 Weekly Scheduling
 </li>
 <li>
 Monthly Reporting
 
 
 
 
 
 </li>
 </ul>
 
 Skills And Qualifications
 
 
 
 <ul>
 <li>
 Leadership &amp; Team Building: Inspire, guide, and foster a collaborative team environment
 </li>
 <li>
 Communication: Strong verbal and written skills with team and stakeholders
 </li>
 <li>
 Problem-Solving &amp; Conflict Resolution: Identify issues, resolve conflicts, and implement effective solutions
 </li>
 <li>
 Customer Service: Committed to delivering exceptional customer experiences
 </li>
 <li>
 Analytical &amp; Reporting: Skilled in data analysis, KPI tracking, and reporting tools
 </li>
 <li>
 Time &amp; Resource Management: Prioritize tasks, manage shifts, and allocate resources effectively
 </li>
 <li>
 Coaching &amp; Mentoring: Support employee growth through training and performance feedback
 </li>
 <li>
 Project &amp; Incident Management: Handle projects, incidents, escalations, and process improvements
 </li>
 <li>
 Tools &amp; Systems: Proficient in KPI monitoring, Jira, social media engagement, and incident management systems
 </li>
 <li>
 Decision-Making: Approve leave, set goals, authorize actions, and drive continuous improvement
 </li>
 <li>
 Adaptability: Flexible in responding to changing priorities and business needs
 
 
 
 
 </li>
 </ul>
</div>

Customer Experience Agent - Team leader

talabat

<div>
 talabat is part of the Delivery Hero Group, the world&rsquo;s pioneering local delivery platform, our mission is to deliver an amazing experience&mdash;fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
 
 
 
 Job Description
 
 
 
 
 WHAT&rsquo;S ON YOUR PLATE?
 
 
 
 <ul>
 <li>
 Provide exceptional customer experience on social media channels - including but not limited to replying to customers' inquiries, requests, complaints, and escalations in a timely manner, taking actions to retain customers whenever needed.
 </li>
 <li>
 Interact with community members and customers in a professional, personable, and timely manner to grow and keep the community alive.
 </li>
 <li>
 Monitor, track, and report on community feedback and online reviews.
 </li>
 <li>
 Strengthen relationships with our loyal customers and key influencers within the community.
 </li>
 <li>
 Deploy social listening tools to monitor positive/negative comments and topic trends, and strive to boost engagement and resolve potential conflicts that may affect brand reputation.
 </li>
 <li>
 Be creative in responding and formulating replies in the FAQ sheets.
 
 
 </li>
 </ul>
 
 WHAT DID WE ORDER?
 
 
 
 <ul>
 <li>
 BSc Degree in Marketing, Business Administration, or Equivalent.
 </li>
 <li>
 Fluent in Arabic and English (especially written communication and content writing).
 </li>
 <li>
 Experience planning and leading community initiatives.
 </li>
 <li>
 Ability to identify and track relevant community KPIs.
 </li>
 <li>
 Attention to detail, critical thinker, and problem-solver.
 </li>
 <li>
 An average of 6 months to 1 year of experience in social media management, online content writing, community management, or similar roles.
 </li>
 </ul>
</div>

Account Advisor - Social Media

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