Customer Experience Agent

About the role

We are seeking a motivated Customer Experience Agent to join our regional team in Lebanon. You will be the first point of contact for customers across multiple channels, ensuring their issues are resolved quickly and their experience with our brand remains positive.

Key responsibilities

• Receive and resolve customer complaints following 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 a six‑day schedule covering both AM and PM shifts, including weekends.

Required profile

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

Required skills

• Proficiency in MS Office.

What we offer

• Equal employment opportunity regardless of race, gender, age, or any other classification.
• A dynamic regional team environment with opportunities for growth.