Customer Experience Officer

Mazad W.L.L; Manama; On-site; BHD 6,000 - 10,000; Full time

Job summary

Mazad in Bahrain seeks a dedicated Customer Service Associate to handle inquiries related to auctions, registrations, payments and platform usage. You will work across channels to ensure timely, accurate responses and maintain CRM records.

Collaborate with Operations, Finance and Technology teams to resolve issues, monitor CX SLAs, and contribute to an outstanding customer experience across every interaction.

Responsibilities

• Handle incoming and outgoing customer calls, messages and inquiries across Mazad's customer service channels.
• Respond to customer queries professionally and within established response timelines.
• Support customers with general inquiries related to auctions, registrations, payments, assets, appointments and platform usage.
• Record and maintain all customer interactions, inquiries and follow-ups accurately within the CRM system.
• Ensure customer information and case statuses are regularly updated and complete.
• Follow up on open customer cases until resolution and ensure customers are kept informed.
• Escalate complaints, technical issues and unresolved cases to the relevant department when required.
• Coordinate internally with Operations, Finance, Technology and other teams to resolve customer matters.
• Support customer appointment scheduling and follow-up where required.
• Identify recurring customer issues and provide feedback to improve processes and the overall customer journey.
• Support the implementation and monitoring of Customer Experience SLAs.
• Assist with customer satisfaction surveys, feedback collection and CX reporting.
• Maintain a professional and positive customer experience across every interaction.

Job description

Mazad B.S.C (C) “Mazad” was established on April 2017 to organize and supervise auctions in the Kingdom of Bahrain. Mazad was established with the responsibility of managing and organizing auctions of different types of assets in collaboration with internationally renowned auction houses.With an unwavering commitment to its core values of transparency, fairness, competitiveness and sustainability, Mazad strives to introduce new and innovative asset sale and auction mechanisms to aid the Kingdom’s market growth and revenue optimization.Since its establishment Mazad has successfully introduced special vehicle license plate numbers for sale in public auctions for the first time in Bahrain, and has continued to do so with great success. Subsequently, other assets were introduced for sale through auction ranging from vehicles to real estate projects.

Job Description

• Handle incoming and outgoing customer calls, messages and inquiries across Mazad's customer service channels.
  
• Respond to customer queries professionally and within established response timelines.
  
• Support customers with general inquiries related to auctions, registrations, payments, assets, appointments and platform usage.
  
• Record and maintain all customer interactions, inquiries and follow-ups accurately within the CRM system.
  
• Ensure customer information and case statuses are regularly updated and complete.
  
• Follow up on open customer cases until resolution and ensure customers are kept informed.
  
• Escalate complaints, technical issues and unresolved cases to the relevant department when required.
  
• Coordinate internally with Operations, Finance, Technology and other teams to resolve customer matters.
  
• Support customer appointment scheduling and follow-up where required.
  
• Identify recurring customer issues and provide feedback to improve processes and the overall customer journey.
  
• Support the implementation and monitoring of Customer Experience SLAs.
  
• Assist with customer satisfaction surveys, feedback collection and CX reporting.
  
• Maintain a professional and positive customer experience across every interaction.