440 Customer Satisfaction jobs in Manama

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

• Develop and execute a comprehensive customer experience strategy aligned with business objectives.
• Map the customer journey, identifying key moments of truth and areas for improvement across all channels.
• Design and implement initiatives to enhance customer satisfaction, loyalty, and retention.
• Analyze customer feedback, survey data, and operational metrics to identify trends and insights.
• Collaborate with cross-functional teams (Sales, Marketing, Product, Support) to ensure a seamless and consistent customer experience.
• Develop and champion customer-centric culture throughout the organization.
• Create and manage customer personas and journey maps to inform strategic decisions.
• Oversee the implementation of customer feedback mechanisms and response protocols.
• Monitor and report on key CX metrics (NPS, CSAT, CES, churn rate, etc.) to senior leadership.
• Identify and implement best-in-class CX technologies and tools.
• Manage customer loyalty programs and initiatives.
• Stay abreast of industry best practices and emerging trends in customer experience management.
• Lead virtual teams and projects focused on improving customer satisfaction and advocacy.

• Bachelor's degree in Marketing, Business Administration, Psychology, or a related field. Master's degree preferred.
• Minimum of 6-8 years of progressive experience in Customer Experience, Customer Success, or related roles.
• Demonstrated success in developing and implementing impactful CX strategies.
• Strong understanding of customer journey mapping, voice of the customer (VoC) programs, and CX metrics.
• Proficiency in data analysis and interpretation using tools like Excel, SQL, Tableau, or similar.
• Excellent communication, presentation, and interpersonal skills, with the ability to influence stakeholders at all levels.
• Experience working in a remote or hybrid environment with proven ability to collaborate effectively across distributed teams.
• Familiarity with CRM platforms and customer support software.
• Strategic thinking and a data-driven approach to problem-solving.
• Passion for delivering exceptional customer experiences.

• Develop, implement, and manage customer experience strategies and initiatives across all touchpoints.
• Lead and motivate a team of customer service professionals, setting performance goals and providing regular feedback and coaching.
• Analyze customer feedback, journey maps, and operational data to identify pain points and opportunities for improvement.
• Design and optimize customer service processes to ensure efficiency, consistency, and high-quality service delivery.
• Collaborate with cross-functional teams (e.g., Marketing, Sales, Product) to ensure a seamless and integrated customer experience.
• Manage the customer service budget and resource allocation effectively.
• Implement and oversee the use of customer relationship management (CRM) systems and other support technologies.
• Develop training programs to enhance the skills and knowledge of the customer service team.
• Monitor key performance indicators (KPIs) such as customer satisfaction (CSAT), Net Promoter Score (NPS), and first contact resolution (FCR).
• Report on customer experience performance to senior management, providing insights and recommendations.
• Act as a brand ambassador, championing customer-centricity throughout the organization.
• Resolve escalated customer complaints and complex issues with tact and professionalism.

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field. A Master's degree is a plus.
• Minimum of 5 years of experience in customer experience management, customer service leadership, or a related field.
• Proven track record of developing and executing successful customer experience strategies.
• Strong understanding of customer journey mapping, service design, and user experience principles.
• Excellent leadership, team management, and motivational skills.
• Exceptional communication, presentation, and interpersonal skills.
• Proficiency in CRM software and customer service tools.
• Analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Ability to manage multiple projects simultaneously and meet deadlines.
• Experience in the (industry relevant to the fictional client, e.g., technology, retail, finance) sector is preferred.

• Develop and implement comprehensive customer experience strategies aligned with business goals.
• Oversee customer support operations, ensuring efficient and effective resolution of customer inquiries and issues.
• Analyze customer feedback, usage data, and support metrics to identify trends and areas for improvement.
• Design and optimize customer journeys across all touchpoints, including digital channels, support interactions, and onboarding processes.
• Create and maintain customer service standards, training materials, and knowledge base content.
• Collaborate with product, marketing, and sales teams to ensure a unified and positive customer experience.
• Champion customer-centric initiatives throughout the organization, fostering a culture of exceptional service.
• Manage and mentor a remote team of customer support specialists and CX professionals.
• Develop and track key performance indicators (KPIs) for customer satisfaction, loyalty, and support efficiency.
• Stay abreast of industry best practices and emerging trends in customer experience management.

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 7 years of experience in customer experience, customer support management, or a related field.
• Proven track record of developing and implementing successful customer experience strategies.
• Strong understanding of customer journey mapping, service design, and user experience principles.
• Excellent analytical, problem-solving, and strategic thinking skills.
• Exceptional communication, interpersonal, and leadership skills.
• Experience managing and developing remote teams is essential.
• Proficiency with CRM systems (e.g., Salesforce, Zendesk) and customer feedback tools.
• A passion for advocating for the customer and driving continuous improvement.
• Ability to work independently and manage multiple projects in a fast-paced, remote environment.

• Develop and execute comprehensive customer experience strategies.
• Analyze customer feedback and behavior to identify areas for improvement.
• Oversee and mentor the customer support and success teams.
• Design and implement customer journey optimization initiatives.
• Develop and deliver customer service training programs.
• Monitor key customer experience metrics (NPS, CSAT, etc.) and report on performance.
• Collaborate with product, marketing, and sales teams to ensure a cohesive customer experience.
• Manage customer feedback channels and ensure timely resolution of issues.
• Champion customer advocacy throughout the organization.
• Stay updated on industry trends and best practices in customer experience management.

• Bachelor's degree in Business Administration, Marketing, or a related field.
• 5+ years of experience in customer experience, customer service management, or a similar role.
• Proven track record of developing and implementing successful CX strategies.
• Strong analytical and problem-solving skills.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency in CRM software and customer feedback tools.
• Experience with customer journey mapping and data analysis.
• Ability to thrive in a remote, fast-paced environment.