349 Customer Satisfaction jobs in Manama

Customer Experience Associate

About Calo Launched in Bahrain in November of 2019, Calo 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.

Role Overview

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.

What you’ll be working on

• 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

Ideal Candidate

• 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

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other

Industries

• Internet Publishing

#J-18808-Ljbffr

About Calo

Launched in Bahrain in November of 2019, Calo 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.

Role Overview

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.

What you’ll be working on

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

Ideal Candidate

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

#J-18808-Ljbffr

Our client is seeking a dedicated and customer-focused Customer Experience Specialist to join their vibrant team. This role is essential for ensuring that every customer interaction is positive, efficient, and exceeds expectations. Based in our client's offices in Hamad Town, Northern, BH , you will be the frontline ambassador for the company, handling inquiries, resolving issues, and providing support across multiple channels, including phone, email, and live chat. Your responsibilities will include managing customer accounts, processing orders and returns, troubleshooting product or service issues, and escalating complex problems to the appropriate departments. You will play a crucial role in gathering customer feedback and identifying areas for service improvement. The ideal candidate possesses outstanding communication and interpersonal skills, a patient and empathetic demeanor, and a strong aptitude for problem-solving. Previous experience in a customer service or helpdesk role is highly desirable. Proficiency in using CRM software and other customer support tools is a must. You should be adept at multitasking and managing your time effectively in a busy environment. This position offers a fantastic opportunity to make a real difference in customer satisfaction and contribute to the company's reputation for excellent service. A commitment to understanding customer needs and delivering tailored solutions is paramount for success in this role. The successful candidate will be a team player with a proactive attitude and a genuine passion for helping others.

Our client is looking for a motivated and customer-centric Customer Experience Manager to enhance their service delivery. This hybrid role involves both on-site engagement and remote work, focusing on optimizing customer interactions across all touchpoints. You will be responsible for developing and implementing strategies to improve customer satisfaction, loyalty, and retention. This includes managing customer feedback, training support staff, analyzing customer data, and collaborating with various departments to ensure a cohesive and positive customer journey. The ideal candidate has a passion for service excellence and a strong understanding of customer relationship management (CRM) principles.

Key Responsibilities:

• Develop and execute strategies to enhance overall customer experience and satisfaction.
• Manage customer feedback channels, including surveys, reviews, and direct communication, and analyze findings to identify trends and areas for improvement.
• Develop and implement customer service policies and procedures to ensure consistent and high-quality service delivery.
• Train and coach customer service representatives and support staff on best practices, product knowledge, and service standards.
• Monitor customer service performance metrics and key performance indicators (KPIs), providing regular reports to management.
• Collaborate with product development, marketing, and sales teams to ensure customer needs are integrated into business strategies.
• Resolve escalated customer complaints and issues effectively and efficiently, ensuring customer retention.
• Utilize CRM systems to track customer interactions, manage customer data, and personalize communication.
• Identify opportunities to proactively improve the customer journey and reduce friction points.
• Develop loyalty programs and initiatives to foster long-term customer relationships.
• Stay up-to-date with customer experience best practices, emerging technologies, and industry trends.
• Create and maintain a customer-centric culture within the organization.
• Conduct root cause analysis of customer issues and implement corrective actions.
• Prepare presentations and reports on customer experience initiatives and outcomes.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 5 years of experience in customer service management, customer experience, or a related role.
• Proven track record of developing and implementing successful customer experience strategies.
• Strong understanding of CRM software (e.g., Salesforce, HubSpot) and customer feedback tools.
• Excellent communication, interpersonal, and active listening skills.
• Strong analytical and problem-solving abilities.
• Experience in training and coaching customer-facing teams.
• Ability to work effectively in a hybrid work environment, balancing on-site and remote responsibilities.
• Passion for customer advocacy and service excellence.
• Project management skills are a plus.

This hybrid role, requiring collaboration in Riffa, Southern, BH , offers a significant opportunity to shape how customers interact with our client.

Our client is seeking a friendly and dedicated Customer Experience Associate to join their team in Manama, Capital, BH . This role is central to creating positive and memorable interactions for every customer. You will be the primary point of contact for customers, assisting them with inquiries, providing information about products and services, and resolving any issues they may encounter. The ideal candidate will possess exceptional interpersonal skills, a proactive approach to problem-solving, and a genuine passion for delivering outstanding customer service. This position requires a high degree of empathy, patience, and excellent communication abilities, both written and verbal. You will work closely with various departments to ensure customer needs are met efficiently and effectively. Responsibilities include managing customer inquiries through various channels (phone, email, in-person), processing requests accurately, and maintaining detailed records of customer interactions. You will also be involved in gathering customer feedback to help improve service offerings and identify areas for enhancement. We are looking for individuals who are reliable, detail-oriented, and committed to upholding the company's reputation for excellent customer care. If you thrive in a customer-facing role and are eager to contribute to a positive brand image, we encourage you to apply.

Responsibilities:

• Greet and assist customers in a professional and friendly manner.
• Respond to customer inquiries via phone, email, and in-person interactions.
• Provide accurate information about products, services, and policies.
• Resolve customer issues and complaints promptly and effectively.
• Process customer requests, orders, and transactions accurately.
• Maintain detailed customer records and update information as needed.
• Gather customer feedback and relay insights to management for service improvement.
• Collaborate with other departments to ensure seamless customer service.
• Follow company procedures and guidelines to deliver consistent service quality.
• Contribute to a positive and welcoming environment for all customers.

Qualifications:

• Previous experience in a customer-facing role is highly desirable.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a proactive attitude.
• Patience, empathy, and a customer-centric mindset.
• Ability to work effectively in a team environment.
• Proficiency in using computer systems and basic office software.
• High school diploma or equivalent.

Our client is seeking a dynamic and customer-centric Customer Experience Manager to lead initiatives aimed at enhancing customer satisfaction and loyalty for their business in Seef, Capital Bahrain. This role is critical in shaping the overall customer journey, from initial interaction to post-purchase support. You will be responsible for analyzing customer feedback, identifying areas for improvement, and implementing strategies to create seamless and positive experiences across all touchpoints. Your expertise will drive customer retention and contribute to the company's reputation for excellence.

Key Responsibilities:

• Develop and implement comprehensive customer experience strategies aligned with business goals.
• Oversee customer service operations, ensuring high standards of responsiveness and problem resolution.
• Analyze customer feedback, survey data, and interaction metrics to identify trends and areas for improvement.
• Design and optimize customer journeys, mapping out touchpoints and implementing enhancements.
• Collaborate with marketing, sales, and product teams to ensure a consistent brand experience.
• Develop training programs for customer-facing staff to foster a customer-centric culture.
• Manage customer loyalty programs and initiatives to encourage repeat business.
• Monitor key customer experience metrics (e.g., NPS, CSAT, CES) and report on performance.
• Act as a champion for the customer internally, advocating for their needs and perspectives.
• Stay abreast of industry best practices and emerging trends in customer experience management.
• Handle escalated customer issues and ensure timely and satisfactory resolutions.

Qualifications:

• Bachelor's degree in Marketing, Business Administration, or a related field.
• Minimum of 5 years of experience in customer experience, customer service management, or a related role.
• Proven track record of developing and implementing successful customer experience strategies.
• Strong analytical skills with the ability to interpret data and derive actionable insights.
• Excellent understanding of customer journey mapping and touchpoint optimization.
• Exceptional communication, leadership, and interpersonal skills.
• Experience with customer feedback tools and CRM systems.
• Ability to manage multiple projects and work effectively with cross-functional teams.
• A passion for customer advocacy and driving service excellence.

This is a full-time, on-site position located in Seef, Capital Bahrain .

**Main Objectives**

To manage the company’s airport related customer service, experience and journey and be accountable for the development and monitoring of SLAs with airport related customers and relevant stakeholders. To track, measure and maintain performance records against agreed KPIs and conduct satisfactions surveys of airlines, passengers and other airport service customers and consumers as to ensure the quality of airport customer interactions.

**Main Duties**
- Organize, plan and monitor company’s customer service on insure optimized interaction between the company and its clients
- Develop and implement strategies in improving customer relationship, dedication and satisfaction
- Develop and monitor SLAs with airport customers including airlines to ensure that services are consistently provided in a timely manner at the agreed level of service.
- Develop and monitor SLAs stipulated under the signed concession agreement with Bahrain Airport Company.
- Track, measure and maintain performance records against agreed service delivery standard related KPIs with Bahrain Airport Company covering passenger handling, baggage handling and other services.
- Proactively address, through liaising with the respective service delivery department, failure to meet defined levels of service and introduce measures to rectify any underperformance and return to agreed service standards within any defined monitoring periods.
- Manage the complaint management system for airport customers including passengers, airlines and other stakeholders receiving airport related services from the company.
- Support the participation of Airlines and External Relations staff members in AOC and other formal meetings with customers through the provision of KPI reports and SLA adherence reports.
- Monitor and report on the activities of customer experience representatives, customer service staff and front facing staff to ensure their interactions with clients reflects positively on the company and are done in compliance with set standards of courtesy and professionalism.
- Liaise with Bahrain Airport Company on aspects of customer satisfaction measurement system participation for services provided by the company as part of the customer journey.
- Collect, analyze and interpret customer interactions data to identify requirements and information in optimizing customer experience.
- Assisting company’s senior managers in overseeing the delivery of high-quality airport related customer service to clients.
- Organize projects and initiatives that enlighten company staff on the associated benefits/consequences of their decisions on customer experience and on company profits.
- Manage service satisfaction surveys with passengers, airlines and other airport service customers and set targets and report back on the achievement of the same.
- Conduct a minimum of 6 service satisfaction surveys and amend as per the signed concession agreement with Bahrain Airport Company.
- Work with airport customers and stakeholders on achieving international certifications and accreditation such as Skytrax.
- Research the market for the most effective, efficient and up-to-date technologies and solutions to enhance customer experience and add value.
- Identify customer personas, studying their journeys and deciding critical metrics for service delivery.
- Gap analysis, process data-analysis for deriving actionable insights and identifying areas of improvement for better process outcomes.
- Establish data gathering and dissemination mechanisms for better improved analytics and enhancement implementations.
- Carry out any other duties as they become required in relation to customer experience.

**Minimum Requirements**

**Education**:
Bachelor’s degree in Business Administration.

**Experience**:
A minimum of 10 years’ experience in Customer service Or a minimum of 10 years in any aviation related job experience preferably in ground handling services.

Other Essential Requirements:

- Comprehensive knowledge in Customer service.
- Good Knowledge of written and spoken Arabic/ English.
- Demonstrated experience in utilizing quality tools
- Ability to operate computer terminal PC
- Management and operations experience is an advantage
- Excellent communication and problem-solving skills

**Job Types**: Full-time, Contract

Our client is looking for a highly motivated and customer-centric Customer Experience Lead to join their fully remote team. This role is pivotal in shaping and enhancing the customer journey across all touchpoints. As a remote-first position, you will leverage digital tools and communication platforms to connect with customers and internal teams, ensuring exceptional service delivery. You will be responsible for developing and implementing customer experience strategies that drive satisfaction, loyalty, and advocacy. This involves analyzing customer feedback, identifying pain points, and collaborating with product and service teams to implement improvements.

Key responsibilities include defining customer journey maps, establishing service level agreements, and training customer-facing teams on best practices. You will also monitor customer interactions, manage complaint resolution, and identify opportunities for service innovation. The ideal candidate will have a deep understanding of customer service principles, excellent communication skills, and a passion for creating positive customer interactions. Experience with CRM systems and customer feedback platforms is essential. This role offers a fantastic opportunity to make a significant impact on customer satisfaction in a flexible, remote setting.Remote-First Approach :

• Design and implement customer experience initiatives remotely.
• Utilize virtual communication channels for customer support and internal collaboration.
• Analyze customer data and feedback through digital platforms.
• Train and guide remote customer service teams.

Qualifications :

• Bachelor's degree in Marketing, Communications, Business, or a related field.
• 5+ years of experience in customer experience, customer service management, or a related role.
• Proven ability to develop and execute successful customer experience strategies.
• Strong analytical skills and experience with customer feedback tools (e.g., surveys, NPS).
• Excellent interpersonal and communication skills, with the ability to engage customers effectively.
• Proficiency in CRM software and customer support platforms.
• Demonstrated leadership and team collaboration skills in a remote setting.
• A passion for delivering outstanding customer service and building lasting relationships.

While our business operations are connected to Riffa, Southern, BH , this specific role operates entirely remotely, offering unparalleled flexibility.

Our client, a leading service provider in Saar, Northern, BH , is looking for a Senior Customer Experience Analyst. This role is crucial in understanding and enhancing our customer interactions across all touchpoints. You will be responsible for collecting, analyzing, and interpreting customer feedback from various channels, including surveys, reviews, social media, and direct interactions. Your insights will be instrumental in identifying areas for improvement in our products, services, and support processes. The ideal candidate will possess strong analytical skills, a deep understanding of customer journey mapping, and proficiency in data analysis tools. You will be expected to develop comprehensive reports and present findings to senior management, recommending actionable strategies to improve customer satisfaction, loyalty, and retention. Responsibilities include designing and implementing customer satisfaction surveys, monitoring key performance indicators (KPIs) related to customer experience, and collaborating with cross-functional teams to implement service enhancements. Experience with CRM systems and customer feedback platforms is essential. We are seeking a proactive individual who can translate data into tangible improvements and champion a customer-centric culture within the organization. Excellent written and verbal communication skills are required, as you will be interacting with various departments and presenting complex information clearly and concisely. This is an excellent opportunity to influence the direction of customer engagement and contribute to the overall success of our business. A passion for understanding customer needs and driving positive change is paramount.