Customer Experience Agent

Customer Experience

Job Summary We are looking for a Customer Experience to deliver an exceptional customer experience while effectively converting inquiries into bookings and sales. The role combines customer service, relationship management, and consultative selling to ensure customers receive the right solutions while achieving business targets.

Key Responsibilities

Customer Experience

• Handle customer inquiries through calls, WhatsApp, social media, and other communication channels.
• Provide accurate information about services, packages, prices, and promotions.
• Understand customer needs and provide personalized recommendations.
• Maintain a professional, friendly, and welcoming communication style.
• Follow up with customers to ensure a smooth customer journey.
• Handle customer complaints and concerns professionally and escalate issues when required.
• Maintain accurate and complete customer records on the CRM system.

Sales & Conversion

• Convert customer inquiries and leads into confirmed bookings and sales.
• Identify customer needs and recommend the most suitable services or packages.
• Apply consultative selling techniques rather than simply providing information.
• Handle customer objections and provide appropriate solutions.
• Upsell and cross-sell relevant services when appropriate.
• Follow up with potential customers who have not yet booked.
• Achieve assigned sales, conversion, booking, and revenue targets.
• Maintain a strong understanding of all services, packages, offers, and promotions.
• Build customer trust and create opportunities for repeat bookings and customer retention.

Teamwork & Operations

• Coordinate with the Sales, Operations, Medical, and Quality teams to ensure a seamless customer experience.
• Follow approved scripts, processes, and company policies.
• Maintain a high level of accuracy when documenting customer interactions.
• Attend required training sessions and continuously improve product knowledge, communication, and selling skills.
• Meet all assigned KPIs and quality standards.

Required Skills & Qualifications

• Bachelor's degree or equivalent.
• 1–3 years of experience in Customer Experience, Customer Service, Call Center, Telesales, or Sales.
• Strong communication and interpersonal skills.
• Strong selling, negotiation, and objection-handling skills.
• Customer-oriented with a strong focus on customer satisfaction.
• Ability to understand customer needs and recommend suitable solutions.
• Strong follow-up and relationship-building skills.
• Ability to work under pressure and achieve targets.
• Good computer skills and experience using CRM systems.
• Excellent verbal and written communication skills in Arabic and English.

Key Competencies

• Customer Experience
• Consultative Selling
• Communication Skills
• Active Listening
• Objection Handling
• Negotiation
• Upselling & Cross-selling
• Problem Solving
• Follow-up
• Target Orientation
• Teamwork
• Emotional Intelligence

KPIs

• Conversion Rate
• Booking Achievement
• Sales/Revenue Achievement
• Upselling & Cross-selling
• Customer Satisfaction (CSAT)
• Quality Score
• Response Time
• Follow-up Completion Rate
• Customer Complaint Rate
• Customer Retention / Repeat Booking Rate

Apply Here : [email protected]