What we expect from you:

• Handle incoming complaints as the top priority, consistently providing customers with a friendly, cheerful greeting and pleasant, overall professional service
• Handle incoming customer reviews coming from Justlife Google Business page, Google Play, and App Store
• Initiate call-backs to customers as needed to get more information on the customer inquiries if not clear
• Update customers as needed with bookings status and confirmations
• Respond to customer questions and requests with courtesy, professionalism, and efficiency
• Handle incoming urgent complaints escalated through our Frontline team, Social media platforms and any other customer complaints tackled from other departments
• Perform and coordinate complaint investigations and gathers additional information, working closely with other departments to complete investigation reports
• Evaluate all information from a technical perspective to ensure appropriate Analysis and Investigation
• Maintain and delivers excellent customer satisfaction in a timely and effective manner
• Investigate complaints to determine root cause, identify resolution, confirm correction, and respond to complaints
• Maintain complaints log and participate in process improvements

What we are looking for:

• Bachelor’s degree from an accredited university
• 2+ Years of professional experience in customer service
• Strong organizational, analytical, and problem-solving skills
• Excellent written and verbal communication skills (Arabic and English)
• Strong knowledge of MS Office (Word, Excel, etc.)
• Ability to efficiently interact with individuals and groups at all levels in a multi-functional and multicultural environment
• Experience with customer interactions
• Ability to multitask, prioritize, and manage time effectively