1 694 Customer Experience jobs in Bahrain

About

Calo – Launched in Bahrain in November of 2019 – is on a mission to make healthy easy. We’re a team of dedicated people driving this mission by providing better, faster, and cheaper ways to access food through technology.

We're looking for talented, enthusiastic and dedicated Customer Experience Associates to be the main point of contact for our customers. In this role, your tasks would include addressing customer queries, sharing feedback with different departments, and identifying ways to improve our processes.

• Communicating with customers over live chat and phone calls to answer their questions and help solve their problems
• Building relationships with customers from the moment they speak to us by welcoming them and making sure they’re happy with their experience
• Onboarding customers to kick-off their journey
• Exhibiting a strong sense of empathy when dealing with people & communicating with different teams to resolve the customers’ issues
• Ensuring the customer is WOW’ed by our service by going above & beyond to make sure they leave the conversation satisfied
• Communicating feedback to the team and following up on resolving customers’ pain points

• Previous experience working in a customer service role for a minimum of 1 year
• Have excellent verbal and written communication skills in English & Arabic, and you’re also a fast typer
• Passionate about problem solving; you get satisfaction from making people’s lives better
• A people’s person by nature
• Have a deep sense of empathy & drive to resolve customer issues
• Maintain a calm demeanor when facing challenges or stressful situations
• Ability to organize your time efficiently, and complete tasks in a timely manner
• Interested in working on shift basis

We are seeking a highly motivated and analytical Customer Experience (CX) Associate to join our consulting team, specializing in the airport and aviation sector. In this role, you will play a crucial part in analyzing and enhancing the passenger experience for our airport clients. You will work closely with a team of strategists and analysts to identify pain points, collect data, and contribute to the development of actionable strategies that drive tangible improvements in customer satisfaction and operational efficiency. This is a unique opportunity to apply your skills in a project-based environment, tackling complex challenges for major aviation clients.

Key Responsibilities:

• Data Collection & Analysis: Conduct quantitative and qualitative research to understand the end-to-end passenger journey. This includes designing and administering surveys, conducting passenger interviews, and analyzing operational data to identify trends and areas for improvement.
• Journey Mapping: Assist the team in creating detailed customer journey maps that visualize passenger touchpoints, emotions, and pain points across various airport services (e.g., check-in, security, retail, boarding).
• Insights & Reporting: Synthesize research findings into clear, concise reports and presentations. You will help the team translate complex data into compelling insights and recommendations for our clients.
• Strategy & Solution Development: Contribute to brainstorming and problem-solving sessions to develop innovative solutions and CX strategies that address identified challenges.
• Stakeholder Collaboration: Work alongside the team to prepare for and participate in client workshops and meetings. You will interact with airport personnel, stakeholders, and other third-party vendors to gather information and present findings.
• Project Support: Provide general project support, including documentation, task tracking, and ensuring project timelines are met.

Qualifications:

• Should be an English native speaker
• Bachelor's degree in Business, Marketing, Data Science, Economics, or a related field.
• 0 -1 years of experience in a research, analytical, or consulting role. Experience in customer experience or the aviation/travel industry is a significant plus.
• Strong analytical skills with the ability to interpret data and draw meaningful conclusions. Proficiency with data analysis tools (e.g., Excel, Tableau, SPSS) is a plus.
• Excellent written and verbal communication skills. You must be able to articulate complex ideas clearly and effectively.
• Highly organized with strong attention to detail and the ability to manage multiple tasks simultaneously.
• A collaborative mindset and the ability to work effectively as part of a small, focused team.
• A curious and proactive attitude with a passion for problem-solving and making a real impact.

Job Type: Full-time

• Engage with customers in a friendly and professional manner across various channels (in-person, phone, email).
• Respond to customer inquiries and provide accurate information about products and services.
• Resolve customer complaints and issues efficiently and effectively.
• Process customer transactions, orders, and account updates accurately.
• Maintain detailed records of customer interactions and transactions.
• Identify opportunities to upsell or cross-sell products and services where appropriate.
• Gather customer feedback and relay it to management for service improvement.
• Collaborate with team members to ensure a seamless customer experience.
• Adhere to company policies and procedures to ensure consistent service quality.
• Contribute to a positive and supportive team environment.

• Previous experience in customer service, hospitality, or a related field is preferred.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a customer-centric approach.
• Ability to remain patient and empathetic in challenging situations.
• Proficiency in using CRM systems and other customer service tools.
• Good organizational and time management skills.
• Ability to work effectively both independently and as part of a team.
• High school diploma or equivalent required; further education is a plus.

• Developing and executing a comprehensive customer experience strategy aligned with business goals.
• Managing and motivating a remote team of customer support professionals.
• Implementing and refining customer support processes and workflows to ensure efficiency and effectiveness.
• Monitoring key customer experience metrics (e.g., CSAT, NPS, FCR) and reporting on performance.
• Analyzing customer feedback from various channels (surveys, reviews, social media) to identify trends and insights.
• Developing and delivering training programs for customer-facing teams to enhance service quality.
• Collaborating with product, marketing, and sales teams to ensure a consistent and positive customer journey.
• Implementing customer service technologies and tools to support the CX strategy.
• Proactively identifying and addressing potential customer pain points.
• Championing a customer-centric culture throughout the organization.

• Serve as the primary point of contact for customer inquiries, providing timely and accurate information and support via phone, email, and live chat.
• Resolve customer complaints and issues efficiently and professionally, escalating complex cases to the appropriate departments when necessary.
• Proactively identify customer needs and offer solutions that enhance their experience with our services.
• Gather customer feedback through surveys and direct interactions, analyzing trends to identify areas for improvement.
• Document customer interactions and resolutions in the CRM system.
• Develop and maintain a deep understanding of the company's products and services to effectively assist customers.
• Contribute to the development of customer service protocols and training materials.
• Build and maintain strong relationships with customers, fostering loyalty and retention.
• Collaborate with internal teams to ensure a seamless customer experience from start to finish.
• Stay informed about industry best practices in customer service and customer experience management.

• High school diploma or equivalent; Bachelor's degree in Business, Communications, or a related field is a plus.
• Minimum of 3 years of experience in customer service, customer support, or a related role.
• Proven track record of delivering exceptional customer experiences.
• Excellent verbal and written communication skills.
• Strong active listening and empathy skills.
• Proficiency in using CRM software and other customer support tools.
• Effective problem-solving and conflict-resolution abilities.
• Ability to multitask and manage time effectively in a dynamic environment.
• Adaptability and a willingness to learn new processes and technologies.
• A customer-centric mindset and a passion for service excellence.

• Developing and executing a comprehensive customer experience strategy aligned with business objectives.
• Designing and optimizing customer journeys across all channels, identifying pain points and areas for improvement.
• Leading and motivating a remote customer support team, setting performance standards and providing ongoing coaching.
• Analyzing customer feedback data (surveys, reviews, support tickets) to identify trends and insights.
• Implementing initiatives to enhance customer satisfaction, retention, and advocacy.
• Collaborating with product, marketing, and sales teams to ensure a consistent brand experience.
• Developing and managing customer service policies and procedures.
• Utilizing customer relationship management (CRM) systems and other tools to track and manage customer interactions.
• Reporting on key customer experience metrics and providing actionable recommendations to leadership.

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 5 years of experience in customer experience management, customer service, or a related field.
• Proven ability to develop and implement successful customer experience strategies.
• Strong understanding of customer journey mapping, service design, and user experience principles.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency in CRM software and customer feedback tools.
• Data analysis and reporting skills.
• Ability to thrive in a remote work environment and manage a distributed team effectively.

• Lead and manage the customer service team, providing guidance, training, and performance feedback.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Monitor customer service performance metrics and identify trends for continuous improvement.
• Analyze customer feedback from various channels (surveys, reviews, direct interactions) to identify pain points and opportunities.
• Resolve escalated customer issues promptly and effectively, ensuring a positive outcome.
• Collaborate with other departments to ensure a cohesive customer experience.
• Create and maintain customer service standards and best practices documentation.
• Develop and deliver training programs for customer service staff.
• Stay abreast of industry trends and best practices in customer experience management.
• Contribute to the development of customer service policies and procedures.
• Champion a customer-centric culture throughout the organization.
• Prepare regular reports on customer experience performance for management.

• Proven experience (4+ years) in customer service management or a similar leadership role.
• Strong understanding of customer experience principles and strategies.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency with customer service software and CRM systems.
• Ability to analyze data, identify trends, and implement data-driven solutions.
• Experience in training and developing staff.
• Strong problem-solving and conflict-resolution skills.
• Bachelor's degree in Business Administration, Marketing, or a related field is preferred.
• Ability to work effectively in a hybrid environment, balancing remote and in-office responsibilities.
• A passion for delivering outstanding customer service.