Senior Customer Experience Officer – North Lebanon

About the role

The Senior Customer Experience Officer will lead the delivery of high‑quality support to our customers in North Lebanon. You will manage complex inquiries, oversee escalations, and mentor junior team members while driving continuous improvement in service processes.

Key responsibilities

• Handle complex customer inquiries, complaints, and escalated cases.
• Provide guidance and support to Customer Experience Officers and Junior staff.
• Ensure accurate transaction processing and compliance with operational procedures.
• Identify opportunities to improve customer service processes and efficiency.
• Support training and onboarding activities for new team members.
• Monitor service quality and recommend corrective actions when needed.
• Promote products, services, and loyalty programs while spotting business opportunities.
• Prepare reports and deliver feedback on customer trends and performance.

Required profile

• Bachelor’s degree in business management or a related field.
• Minimum 4 years of experience in customer service, retail, banking, or a similar sector.
• Experience handling escalations or mentoring team members is preferred.
• Professional proficiency in the local language and English.

Required skills

What we offer

• Opportunity to lead a dedicated customer experience team.
• Professional development and mentorship responsibilities.
• Dynamic work environment focused on service excellence.