Customer Experience Agent
Koinz -
Maadi, Cairo
Job Details
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Job Description
- Managing Customer inquiries through emails, chats, and delivering a superior customer experience by providing product information, solving problems, and processing orders.
- Demonstrating exemplary customer service skills in every interaction and ensuring timely, one-contact resolution with customers.
- Managing merchants' inquiries and live orders operations.
- Effectively de-escalate customer issues using empathy and conflict resolution skills.
- Utilize effective time management and prioritization skills to handle a high volume of chats/calls in a fast-paced environment.
- Ability to identify and report any critical or recurring customer service issues to the Supervisor.
- Communicate with internal teams to ensure project delivery, negotiate delays, or resolve roadblocks.
- Maintain procedural documentation for reference purposes.
- Support day-to-day coordination of operational activities.
- Coordinate project tasks within budget and timelines.
- Manage business operations so that they meet company goals and customer expectations.
- Create compliance between operations and company standards or legal requirements.
- Maintain procedural documentation for reference purposes.
Job Requirements
What you will need to fit in this position:
- A bachelor's degree in any major.
- Previous experience in live chat or live orders (dashboards), or community support (at least 6 months)
- Strong Computer skills, including Google applications, and Windows Office.
- Strong verbal and written English communication skills.
- Problem-solving and escalation handling skills.
- Customer Oriented.
- Ability to write fast & accurate notes.
- Experience in the F&B field is a plus.
