Customer Experience Specialist

RedBox Technologies; Saudi Arabia; On-site; SAR 60,000 - 80,000; Full time

Job summary

A technology company in Saudi Arabia is seeking a Customer Experience Specialist to enhance the customer journey. The role involves managing escalations, analyzing feedback, and collaborating with various teams to improve service quality. Ideal candidates have 1-3 years of relevant experience and strong communication skills. This position is crucial for driving customer satisfaction and implementing service improvements.

Qualifications

• 1–3 years of experience in Customer Experience, Support, Operations, or a related field.
• Highly organized with strong follow-up skills.
• Ability to analyze data and identify patterns.

Responsibilities

• Handle and monitor customer escalations and ensure timely resolution.
• Identify friction points and recommend improvements.
• Work closely with departments to ensure unified customer experience.

Skills

Strong communication skills

Data analysis

Customer-focused mindset

Problem-solving abilities

Organizational skills

Tools

CRM tools

Job description

The Customer Experience Specialist serves as the voice of the customer within the organization. This role ensures that customer issues, feedback, and insights are captured, analyzed, and translated into actions that improve overall service quality. The specialist follows up on escalated cases, coordinates with internal teams, and works to enhance the end-to-end customer journey.

Escalation & Issue Management

• Handle and monitor customer escalations and ensure timely resolution.
• Follow up with internal teams to guarantee issues are addressed and closed.
• Provide clear and professional updates to customers throughout the resolution process.

Customer Journey Improvement

• Review and assess customer interactions across all touchpoints.
• Identify friction points and recommend improvements.
• Support the development of better processes, policies, and service workflows.

Feedback Collection & Analysis

• Analyze customer feedback, surveys, reviews, and ratings.
• Identify trends, recurring issues, and areas of opportunity.
• Prepare regular reports highlighting insights and improvement suggestions.

Cross-Functional Collaboration

• Work closely with departments such as Operations, Product, Technology, Sales, and Support.
• Ensure customer concerns are prioritized and acted upon.
• Facilitate communication between teams to maintain a unified customer experience.

Service Quality Enhancement

• Contribute to initiatives that improve service consistency and customer satisfaction.
• Support quality audits, customer journey mapping, and root-cause investigations.
• Participate in launching new services or updates while ensuring customer needs are represented.

Qualifications

• 1–3 years of experience in Customer Experience, Support, Operations, or a related field.
• Strong communication skills, both written and verbal.
• Ability to analyze data and identify patterns.
• Highly organized with strong follow-up skills.
• Customer-focused mindset and problem-solving abilities.
• Proficiency in using CRM or customer support tools is a plus.