Client Experience Representative

About the RoleWe are looking for a Client Experience Representative to join our team and help ensure a consistently high standard of service across all client touchpoints. The ideal candidate is highly organized, customer-focused, and confident in communicating with clients across multiple channels. Key ResponsibilitiesWork closely with the QA and Client Experience teams to monitor service quality and maintain a consistent, high standard of client experience across all touchpoints.Maintain accurate and up-to-date CRM records of client interactions, feedback, complaints, actions taken, and resolutions.Respond to client inquiries, reviews, and complaints through email, phone, WhatsApp, and other communication channels, ensuring timely and professional handling.Coordinate with relevant departments and managers to follow up on client issues and ensure proper resolution within agreed timelines.Manage Google Reviews on a daily basis, including monitoring, responding, recording feedback in the CRM, and coordinating internally on required actions.Conduct daily client feedback calls, accurately document feedback, identify recurring concerns, and follow up with relevant teams.Manage client complaints by recording, categorizing, escalating, tracking, and following up with responsible managers until closure.Support the implementation and rollout of new Client Experience initiatives, processes, and departmental projects.Assist with departmental reporting, data tracking, presentations, and administrative tasks as required.Identify opportunities to improve the client journey and internal processes based on client feedback, trends, and recurring issues.RequirementsPrevious experience in client experience, customer service, customer support, call center, or a similar role.Strong verbal and written communication skills.Excellent interpersonal and problem-solving skills with a strong customer-focused mindset.Ability to handle client complaints and difficult conversations professionally and calmly.Strong attention to detail and ability to maintain accurate CRM records.Comfortable communicating with clients through multiple channels, including phone, email, WhatsApp, and online reviews.Good organizational and follow-up skills, with the ability to manage multiple cases and priorities.Proficiency in Microsoft Office and CRM systems.Arabic language skills are an advantage.Previous call center experience is an advantage.Experience in real estate, hospitality, or a service-driven industry is a plus.What We are Looking ForWe are looking for someone who is proactive, empathetic, organized, and solution-oriented, with a genuine passion for improving the client experience. You should be comfortable taking ownership of client issues from initial contact through to resolution and using feedback to help improve our processes.Why Join Us?Join a fast-paced, client-focused environment where your work directly contributes to improving customer satisfaction, service quality, and the overall client journey.