Job Description

Job Title: Client Experience Agent*

Department: Customer Success

Reports To: Chief Marketing Officer / Head of Customer Experience

--- ARABIC SPEAKERS ONLY ---

Key Responsibilities:

# 1. Elevating Client Experience:

- Customer Journey Mapping: Analyze and optimize every stage of the customer journey, identifying pain points and opportunities to delight customers.

- WOW Factor Creation: Develop initiatives and processes that go above and beyond standard service, creating unforgettable moments that turn customers into lifelong fans of the brand.

- Customer Feedback Loop: Build a system for collecting and analyzing feedback from customers. Use this data to drive continuous improvement in client interactions and product offerings.

- Proactive Outreach: Regularly check in with customers after purchases or interactions to ensure they are satisfied and uncover ways to provide additional value.

# 2. Cart Recovery & Sales Support:

- Abandoned Cart Outreach: Develop personalized and automated strategies to re-engage customers who have left items in their cart but have not completed the purchase. Use a mix of phone calls, emails, and SMS outreach to remind them of the value of the items and offer incentives to close the sale.

- Sales Process Improvement: Collaborate with the sales and marketing teams to refine messaging, sales scripts, and outreach techniques that emphasize Company core story and the benefits of our products.

- Upselling and Cross-Selling: Identify opportunities to recommend additional products or services that complement the client's existing interest, ensuring they maximize the value of their purchase.

# 3. Raving Fan Creation:

- Customer Delight: Be responsible for ensuring that every customer feels listened to, valued, and appreciated. This may involve surprise-and-delight strategies such as handwritten notes, personalized follow-ups, or exclusive offers.

- Going Beyond Expectations: Identify ways to deliver WOW experiences that make company stand out.

- Loyalty Program Development: Work with the marketing team to create and manage a loyalty program that rewards long-term customers and encourages repeat purchases.

# 4. Team Collaboration & Sales Training:

- Sales Team Collaboration: Partner with the sales team to refine approaches for communicating with customers, particularly around abandoned carts. Train sales staff on client engagement techniques that reflect the Raving Fan philosophy and the core story approach.

- Training & Coaching: Provide ongoing coaching to sales reps on how to deliver WOW experiences over the phone and through digital interactions. Ensure they communicate company core story effectively, turning potential customers into excited, lifelong fans.

- Cross-Departmental Collaboration: Work closely with marketing, product development, and customer support to ensure the entire organization is aligned on delivering superior customer experiences at every touchpoint.

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Key Competencies:

- Customer-Centric Mindset: A deep passion for serving customers and ensuring their satisfaction. Always looking for ways to improve their experience and make interactions smoother, more personal, and delightful.

- Exceptional Communication: The ability to communicate clearly, empathetically, and persuasively with clients across various channels (phone, email, chat).

- Problem-Solving Skills: Creative in finding solutions to customers' pain points and challenges. Thinks outside the box to deliver unexpected value.

- Sales & Persuasion: Strong understanding of sales psychology, with the ability to close deals and convert prospects into buyers without coming across as pushy or transactional.

- Proactivity: Takes initiative to follow up with clients, offer solutions, and improve the sales process. Doesn't wait for problems to arise but anticipates customer needs.

- Analytical Thinking: Ability to analyze customer feedback, abandoned cart data, and sales patterns to refine strategies for increasing conversions and improving client experiences.

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Qualifications:

- Experience: 2-4 years of experience in customer service, sales, or client relations roles, preferably in a customer-centric environment. Experience with e-commerce or product sales is a plus.

- Sales Savvy: Experience with sales outreach or customer re-engagement, particularly abandoned cart recovery.

- Tech Proficiency: Familiarity with CRM tools, email marketing platforms, and e-commerce software (experience with cart recovery tools is an advantage).

- Education: A degree in business, marketing, communication, or a related field is preferred but not required if strong relevant experience is present.

Success Metrics:

1. Customer Satisfaction & Retention: Track customer satisfaction scores and repeat purchase rates, aiming to consistently deliver positive client experiences.

2. Cart Recovery Rate: Monitor the percentage of abandoned carts successfully converted into sales through follow-up outreach.

3. Client Loyalty & Referrals: Measure increases in customer loyalty and referral rates as a result of WOW experiences and loyalty programs.

4. Revenue Impact: Measure direct sales growth as a result of client engagement initiatives and abandoned cart recovery efforts.

Job Type: Full-time

Pay: AED3,000.00 - AED4,500.00 per month

Language:

* Arabic (Required)