Complaints Management Specialist

What we expect from you:

• Handle incoming inquiries 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

• 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 deliver 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), preferably Arabic

• 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