Client Experience Representative

About the role

We are seeking a Client Experience Representative to ensure a consistently high standard of service across all client touchpoints. The ideal candidate is organized, customer‑focused, and comfortable communicating through multiple channels.

Key responsibilities

• Collaborate with QA and Client Experience teams to monitor and maintain service quality.
• Maintain accurate CRM records of client interactions, feedback, complaints, actions, and resolutions.
• Respond to client inquiries, reviews, and complaints via email, phone, WhatsApp, and other channels in a timely, professional manner.
• Coordinate with internal departments to follow up on issues and ensure resolution within agreed timelines.
• Manage daily Google Reviews, record feedback in the CRM, and trigger internal actions.
• Conduct daily client feedback calls, document insights, identify recurring concerns, and liaise with relevant teams.
• Handle client complaints: record, categorize, escalate, track, and close them with responsible managers.
• Support rollout of new client experience initiatives and departmental projects.
• Assist with reporting, data tracking, presentations, and administrative tasks.
• Identify opportunities to improve the client journey based on feedback and trends.

Required profile

• Previous experience in client experience, customer service, call centre, or similar roles.
• Strong verbal and written communication abilities.
• Excellent interpersonal and problem‑solving skills with a customer‑focused mindset.
• Ability to handle complaints and difficult conversations calmly and professionally.
• High attention to detail and accurate record‑keeping.
• Comfortable using multiple communication channels (phone, email, WhatsApp, online reviews).
• Good organisational and follow‑up skills, capable of managing multiple cases.
• Proficiency in Microsoft Office and CRM systems.
• Arabic language skills and experience in real estate, hospitality, or service‑driven industries are a plus.

Required skills

• Microsoft Office
• CRM systems