Customer Experience Officer

Mazad; Manama; On-site; BHD 12,000 - 18,000; Full time

Job summary

Mazad B.S.C. (C) “Mazad” in Bahrain is hiring a dedicated customer service specialist to handle incoming and outgoing calls, messages and inquiries across Mazad's channels.

You will respond professionally within established response timelines and help customers with auctions, registrations, payments, assets, and platform usage. You will record interactions in the CRM, keep case statuses updated, follow up until resolution, escalate issues when needed, and coordinate with Operations, Finance and

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.