1066 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

• 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.

• 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.

• 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.