Customer Excellence Specialist

About the role

The Customer Excellence Specialist ensures an exceptional experience for customers across all channels, handling complaints, escalations and supporting marketing initiatives.

Key responsibilities

• Handle customer complaints via email, live chat, calls and social media, ensuring resolution within SLA.
• Coordinate with Operations, E‑commerce and Store teams to investigate and resolve issues, escalating complex cases.
• Maintain detailed interaction records and produce weekly/monthly reports on trends and SLA performance.
• Support marketing campaigns by contacting VIP customers for events and activations.
• Ensure communications follow brand tone, contribute to process improvements and participate in training.

Required profile

• High school diploma; higher education or certifications in customer service are a plus.
• Proven experience in customer support or client service.
• Strong phone handling, active listening and multitasking abilities.
• Fluent written and spoken English; Arabic mandatory.

Required skills

• Proficiency with CRM systems, preferably Salesforce.

What we offer

• Competitive salary and full‑time permanent contract.
• Company employee discounts across all brands.
• Medical and health insurance.
• Collaborative work environment with a positive culture.