Officer - Back Office

Job summary:

• Processing and Submitting the Customer Complaints & Inquiries:
• Address customer Complaints 
• Assist with Issue Resolution:
• Investigate and resolve customer complaints, issues, or concerns in a professional and timely manner.
• Utilize problem-solving skills to identify root causes and offer appropriate solutions.
• Provide Technical Support:
• Guide customers through step-by-step instructions to resolve technical problems or escalate to specialized support teams when necessary.
• Follow-Up and Follow-Through:
• Follow up on customers’ issues & Complaints to ensure satisfaction after issue resolution.
• Monitor ongoing issues and ensure timely follow-up until resolution, keeping customers informed throughout the process.
• Maintain Quality Standards:
• Adhere to established quality standards and service level agreements (SLAs) for response times, resolution times, and customer satisfaction.
• Continuously strive to improve service delivery and exceed performance targets.
•  Managing Repeated Customer Issues:
• Track and analyze recurring issues reported by customers.
• Coordinate with relevant teams to implement permanent solutions and prevent repeat complaints.
• Customer Experience (EX) Ownership:
• Take full responsibility for ensuring a positive and seamless customer experience across all touchpoints.
• Proactively identify gaps in the customer journey and suggest improvements.
• Collaborate with other teams to implement enhancements that support overall customer satisfaction and loyalty.

• Bachelor’s Degree
• Minimum of 2–3 years in customer service, technical support, or a related customer-facing role.
• Experience in handling complaints and working within service level agreements (SLAs) is a plus.
• Strong communication skills (verbal and written) in both English and Arabic.
• Excellent problem-solving and conflict-resolution skills.
• Ability to remain calm and professional under pressure.
• Good understanding of customer service tools, CRM systems, and basic technical troubleshooting.
• Attention to detail and ability to follow up on open cases effectively.
• Team player with a proactive attitude and a customer-first mindset.