Customer Experience Associate (WFH) at WOROOD
Worldwide
<p><strong>Job Description:</strong></p> <p> Handle day-to-day customer inquiries and requests through non-voice channels including email, social media, WhatsApp, and ticketing systems with professionalism and accuracy.<br> Manage and resolve customer tickets within SLA while ensuring high-quality communication and proper case documentation.</p> <p>Monitor 3PL shipment status and proactively follow up to ensure timely delivery and issue resolution<br> Conduct outbound follow-up calls related to existing tickets to ensure issue resolution and customer satisfaction.<br> Coordinate with internal teams to resolve customer issues efficiently.<br> Track, update, and maintain accurate records of all customer interactions in CRM systems.<br> Ensure timely responses across all platforms while maintaining brand tone and communication standards.<br> Handle customer complaints and provide appropriate solutions within defined processes.<br> Monitor pending and open tickets, ensuring proper follow-up and closure within agreed timelines.<br> Identify recurring issues and escalate trends or system gaps to management.<br> Support customer retention by ensuring a smooth and satisfactory resolution experience.</p> <p><strong>Requirements:</strong></p> <p> 1–3 years of experience in customer service, preferably in back office, email, or ticket handling roles.</p> <p> A call center background is preferred<strong>.</strong> <br> Excellent written communication skills in Arabic and English.<br> Good verbal communication skills for follow-up calls.<br> Experience handling social media and WhatsApp customer interactions.<br> Strong organizational skills with the ability to manage multiple tickets simultaneously.<br> Attention to detail and ability to document cases clearly and accurately.<br> Ability to work under pressure and meet SLAs in a fast-paced environment.<br> Basic problem-solving skills and a customer-focused mindset.<br> Familiarity with CRM systems (e.g., Zendesk, Gorgias) is a plus.</p>
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