Customer Experience Specialist

Nafham is a personalized learning platform dedicated to empowering students and fostering community growth. We provide online video lessons and tutoring services in Egypt and the Gulf region as well as international curriculums like SAT and IGCSE. Our offerings include life skills courses, from programming to language learning and professional development. Nafham’s mission is to enhance the educational experience and unlock the potential of young individuals across various communities.Job SummaryThe Customer Service Specialist is responsible for handling customer inquiries, resolving complaints, following up on customer requests, and ensuring a smooth customer experience across all communication channels. The role requires excellent communication skills, problem-solving abilities, and a customer-first mindset.ResponsibilitiesRespond to customer inquiries via phone, WhatsApp, email, and other communication channels.Handle customer complaints professionally and provide timely resolutions.Follow up on customer requests and ensure they are resolved within the required SLA.Escalate complex cases to the relevant department when necessary.Accurately document all customer interactions and case updates in the system.Coordinate with internal teams to resolve customer issues efficiently.Provide customers with accurate information about our services, instructors, schedules, and policies.Maintain a high level of customer satisfaction and professionalism.Meet daily and monthly productivity and quality targets.Monitor pending cases and ensure timely follow-up until closure.Prepare reports and update customer service trackers as required.Support continuous improvement initiatives by identifying recurring customer issues and suggesting solutions.QualificationsBachelor's degree Holder1–3 years of experience in Customer Service, Customer Support, or Call Center.Experience in the education or EdTech industry is a plus.Excellent communication and interpersonal skills.Strong problem-solving and conflict-resolution abilities.Ability to multitask and manage a high volume of customer inquiries.Excellent in English is a must