Customer Care Expert

About the role

We are seeking a proactive, customer‑focused Customer Care Expert to own the entire customer journey, from the first inquiry through after‑sales support. The role ensures an outstanding experience by handling communications, managing leads, coordinating orders, and driving retention.

Key responsibilities

• Respond to customer inquiries via phone, WhatsApp, email, website, and social media.
• Handle complaints professionally and ensure timely resolution.
• Manage and follow up on leads from marketing campaigns until conversion.
• Prepare and send quotations to prospective customers.
• Maintain accurate customer records in the CRM system.
• Create, update, and close customer tickets.
• Coordinate with Sales, Warehouse, Logistics, and Operations for smooth order fulfillment.
• Monitor order status and provide regular updates to customers.
• Follow up on refill schedules and after‑sales services.
• Re‑engage inactive customers to improve retention.
• Identify upselling and cross‑selling opportunities.
• Monitor customer satisfaction and deliver exceptional experiences.
• Prepare daily, weekly, and monthly performance reports.
• Ensure compliance with company policies and service standards.

Required profile

• Bachelor's degree in Business Administration, Marketing, Customer Service, or a related field.
• Minimum of 3 years of experience in Customer Care, Customer Experience, Customer Success, or CRM.
• Strong communication and interpersonal skills in Arabic and English.
• Excellent organizational, time‑management, and problem‑solving abilities.
• Ability to work under pressure and manage multiple priorities.

Required skills

• Hands‑on experience with CRM systems.
• Proficiency in Microsoft Excel.