Customer Experience Associate

liquidhavas.com is a retail ideas company based in the Middle East fully dedicated to ensuring brands sell, by helping shoppers buy, wherever, however and whenever. Their unique approach to thinking and acting at the speed of retail, underpinned by a belief in the combination of science, art and instinct, has helped them grow their reputation and scale from a startup to a team of over 100 experts in seven years. Liquid works with some of the world’s most iconic FMCG clients, helping them present their best loved brands across all retail channels in ways which resonate with shoppers. Liquid walks the walk, doesn’t just talk the talk in bringing ideas to life with excellence in execution, delivering what it takes to help brands win the hardest yards in retail.

Video Verification

• Note: This role is specifically for female candidates due to the requirement of video verification for hijabi female app users.

• Conduct video verifications for app users to ensure compliance with identity verification protocols as the app is only open to legal UAE and KSA residents

Customer Service

• Respond to customer inquiries via Company website chat on social media platforms such as Facebook, Instagram, WhatsApp, and YouTube.

• Provide problem-solving, crisis management, and customer query resolution in a professional and friendly manner.

• Assist users with order placement, tracking, returns/refunds, and account-related tasks.

• Engage with app users to address inquiries, resolve issues, and provide product/service information.

• Encourage incoming leads to create accounts on the app and apply for offers.

• Troubleshoot technical issues and escalate complex problems to the appropriate teams for resolution.

• Collaborate with cross-functional teams to ensure seamless customer experiences.

• Meet or exceed key performance indicators (KPIs) related to response times, customer satisfaction, and quality of service.

• Continuously learn and stay updated on the app’s features, updates, and services, demonstrating a proactive willingness to adapt and grow

Reporting

• Proficiency in Microsoft Excel and PowerPoint is mandatory.

• Experience with large data management using a Content Management System (CMS) is an added advantage.

• Produce client and internal reports using Excel and PowerPoint, including daily pacing and tracking against plans, and providing recommendations.

• Prepare FAQ sheets and create automated responses for efficiency.

• Maintain accurate and detailed records of customer interactions, transactions, and resolutions in CRM software.

Social media support

• Translate marketing content and social media posts into Arabic using Canva and pre-schedule posts once a month.

• Engage with English and Arabic social media accounts by leaving relevant comments on posts

• Connect with Arabic micro and nano influencers encouraging them to join our app referral programs and promote the app with their followers

• Fluent Arabic proficiency (Native/Written)

• Good English proficiency (Intermediate written and spoken)

• Minimum 2 years of experience using Microsoft Excel

• Minimum 1-2 years of experience with project reporting in Excel.

• Experience working in a remote, multi-cultural team

• 2 years experience working with Customer Relationship Management (CRM) software.

• Experience managing customer inquiries via social media platforms (e.g., Facebook, Instagram, WhatsApp)

• Experience in translating content from English to Arabic for social media or other platforms.

• Experience using Canvas for creating social media post.