Customer Experience Specialist

About the role

We are seeking a Customer Experience Specialist to deliver exceptional service and ensure a smooth, positive journey for our customers in Lebanon and the UAE. As the voice of PawPots, you will handle inquiries, resolve concerns, and help build loyalty.

Key responsibilities

• Interact with customers via phone, email, WhatsApp, and live chat to address inquiries, resolve issues, and provide product recommendations.
• Support customers across Lebanon and the UAE, maintaining consistent service quality and timely follow‑up.
• Handle and resolve complaints empathetically, ensuring satisfaction and loyalty.
• Document and escalate feedback to relevant departments to improve products and operations.
• Collaborate with marketing to share insights for campaigns and customer education.
• Monitor performance metrics, prepare reports on trends and recurring issues.
• Stay informed about PawPots products, recipes, services, and policies.
• Assist in developing FAQs, scripts, and support materials.
• Handle invoices, track payments, and coordinate with finance to resolve billing issues.
• Coordinate with operations and delivery teams on order‑related concerns.

Required profile

• Bachelor’s degree in communication, Business Administration, or a related field.
• Proven experience in customer service or a client‑facing role, preferably in e‑commerce, subscriptions, pet care, or food services.
• Excellent verbal and written communication skills in English.
• Strong problem‑solving ability and attention to detail.
• Empathetic attitude with a passion for pets and their nutrition.

Required skills

• Proficiency with CRM software.
• Strong command of MS Office.
• Familiarity with digital communication tools (email, live chat, WhatsApp).

What we offer

• Strategic ownership of building and scaling PawPots’ growth engine.
• Autonomy and trust with freedom to shape your work.