Customer Experience Specialist (Area Leader)

Group: Order & Customer Management

Area: Customer Experience
Grade: 4 (Area Leader)
Location: Tripoli, Libya

🎯 Purpose of the Role

To lead customer engagement operations and ensure service excellence by managing interactions, resolving issues, driving loyalty initiatives, and coaching team members. This role is central to building a culture of responsiveness, precision, and customer-centricity in every order journey across La Porta Di Roma’s digital platforms.

📌 Key Responsibilities

Customer Interaction Oversight
Supervise and quality-check all customer communications (chat, calls, social media). Ensure professional tone, on-brand voice, and service consistency across all channels.

Service Quality Monitoring
Track CSAT (Customer Satisfaction), NPS (Net Promoter Score), and response time KPIs. Prepare weekly reports with root-cause analysis and corrective actions.

Issue Resolution
Personally handle escalated complaints and sensitive cases. Ensure full resolution within 24 hours, and minimize repeat issues through pattern tracking.

Feedback & Voice of Customer
Manage feedback channels and satisfaction surveys. Analyze insights and recommend service improvements that reflect actual customer needs.

Loyalty & Retention Initiatives
Support proactive customer retention through personalized follow-ups, surprise gifting, and exclusive experience-building offers.

Customer Records Ownership
Ensure customer records are kept fully updated and organized in the internal system. Train others on maintaining high-quality data entry and status tracking.

Customer Journey Optimization
Continuously map the end-to-end customer journey. Identify friction points and propose enhancements to improve clarity, speed, and satisfaction.

Cross-Functional Coordination
Work closely with Marketing, Procurement, and Delivery teams to ensure smooth, aligned, and timely service delivery across departments.

👩‍🏫 Training & Coaching Responsibilities

New Staff Onboarding
Deliver structured onboarding sessions covering tools, service tone, workflows, and communication protocols.

Live Call Coaching
Monitor and coach team members in real-time to improve quality, clarity, empathy, and escalation handling.

System Training
Train the team on how to use internal customer systems for tracking communications, notes, status updates, and follow-ups.

Ongoing Refreshers
Lead biweekly sessions to reinforce service etiquette, issue resolution, and cross-channel handling best practices.

Knowledge Sharing
Create simplified SOPs, quick-reference guides, and team playbooks to handle common inquiries and repeated challenges more efficiently.

🔐 Minimum Requirements (Strict & Non-Negotiable)

Work Background
Minimum 4 years of proven experience in digital customer service or e-commerce. Must include high-pressure complaint handling and B2C communication.

Availability
Full-time only. Must be available Sunday–Thursday with no part-time, freelance, or dual-job arrangements allowed.

Tool Proficiency
Must have practical experience using internal customer systems (ticketing, communication logs, status tracking) and demonstrate clear, organized follow-up routines.

Typing & Writing Skills
Strong written communication in both Arabic and English. Candidates may be required to complete a live writing test.

Service Maturity
Able to handle demanding customers with composure and professionalism. Conflict resolution, emotional intelligence, and customer empathy are essential.

Attitude
This is not an entry-level position. The role requires leadership behavior, accountability, and the ability to work independently under pressure.

Start Date
Candidate must be ready to start immediately or within two weeks of offer.

🧠 Skills & Competencies

• Advanced communication (Arabic & English)

• Proactive issue ownership and independent problem-solving

• Experience with customer management systems or platforms

• Coaching and mentoring capability

• Customer journey thinking

• Accountability, empathy, and speed