Customer Experience Agent

About the role

We are seeking a motivated Customer Experience Agent to join our regional team in Lebanon. In this position you will be the first point of contact for customers, handling inquiries and complaints across multiple channels while ensuring a high level of satisfaction.

Key responsibilities

• Receive and resolve customer complaints according to established service guidelines.
• Follow up on inquiries to improve business performance.
• Log all cases in the CRM system, record actions taken, and highlight recurring issues for preventive measures.
• Escalate unresolved cases to Level 2 in a timely manner.
• Respond to queries via chat, email, phone, WhatsApp, and social media within agreed SLA.
• Maintain brand etiquette in all communications.
• Work six days a week, covering both AM and PM shifts, including weekends.

Required profile

• Bachelor's degree or equivalent technical degree.
• 0‑1 year of experience in retail or a related field.
• Fluency in English and Arabic; French is a plus.

Required skills

• Proficiency in MS Office.
• Experience using a CRM system.

What we offer

• Equal employment opportunity for all individuals regardless of race, color, religion, gender, age, marital status, disability, or any other classification.