Customer Experience Associate

About the role

The Customer Experience Associate will support app users in the UAE and KSA by verifying identities, handling inquiries across multiple channels, and ensuring a seamless experience with the platform.

Key responsibilities

• Conduct video verifications for hijabi female users to meet identity compliance.
• Respond to customer queries via website chat, Facebook, Instagram, WhatsApp, and YouTube, assisting with orders, tracking, returns, refunds, and account issues.
• Engage users, encourage account creation, and promote offers.
• Troubleshoot technical problems and escalate complex cases to relevant teams.
• Produce daily and weekly reports in Excel and PowerPoint, including pacing, tracking, and recommendations.
• Maintain accurate records of interactions in CRM software.
• Translate marketing content into Arabic, create and schedule posts using Canva, and interact with Arabic influencers.

Required profile

• Fluent Arabic (native) and good English (intermediate).
• Minimum 2 years of experience with Microsoft Excel.
• 1‑2 years of project reporting experience using Excel and PowerPoint.
• Experience working in a remote, multicultural team.
• At least 2 years of experience with CRM software handling customer inquiries.
• Experience managing social‑media customer interactions (Facebook, Instagram, WhatsApp).
• Proven translation experience from English to Arabic for social media.
• Familiarity with Canva for creating social‑media posts.

Required skills

• Microsoft Excel
• Microsoft PowerPoint
• Content Management System (CMS)
• Customer Relationship Management (CRM) software
• Canva