Customer Experience Specialist

This isn't a normal customer service job!If your idea of customer support is:"Thank you for contacting us. Your ticket number is #84721. Someone will get back to you within 3–5 working days."We're probably not a match.At Snapitee, CX is about helping customers, solving problems and making sure we're not leaving good sales sitting on the table.We're looking for someone friendly, sharp and commercially minded who can handle customers naturally, whether they're asking a question, having an issue or simply need a little help completing their purchase.What You'll DoLook After Our CustomersYou'll handle day-to-day customer queries across calls, WhatsApp, email, chat and social DMs.That includes:Product and order questionsPayments and failed transactionsDelivery queriesReturns, refunds and cancellationsPromotions and offersHelping customers understand bidding and Set My PriceFollowing up on issues until they're resolvedThe goal isn't to close tickets.It's to solve the customer's problem.Help Close Sales TooGreat CX can generate revenue too.You'll keep an eye out for customers who wanted to buy but didn't quite get there.Follow up on abandoned or unfinished purchases.Help recover failed payments.Turn genuine product enquiries into orders.Recommend alternatives when something isn't available.Upsell or cross-sell where it genuinely makes sense.Let customers know about relevant offers or bundles.No aggressive telesales. Helpful selling!Make the Experience Continue After the SaleThe relationship shouldn't end at "Order Confirmed."You'll help make sure customers have a good experience after they buy too.Check in with customers after delivery where appropriate.Ask how their experience was and collect feedback.Encourage happy customers to leave reviews.Step in quickly when something hasn't gone well.Turn an unhappy experience into a better one wherever possible.Remember good customers and help make their next experience even better.Spot opportunities to bring customers back for their next purchase.We don't want customers to simply buy from Snapitee.We want them to feel looked after, trust us and want to come back.If the customer already wants to buy, don't leave the sale sitting on the table.Keep an Eye on the ExperienceYou'll help coordinate customer issues involving sellers, deliveries or orders and make sure customers aren't left wondering what's happening.You'll also tell us what you're seeing:Why are customers abandoning?What keeps confusing them?What are they asking for?What keeps going wrong?Sometimes one customer conversation can tell us more than a dashboard.Who We're Looking ForIdeally, you have 2–4 years of experience in customer service, e-commerce, retail, sales or a similar role.More importantly, you're someone who:Enjoys talking to customers.Is comfortable answering and making calls.Has a natural commercial instinct.Can sell without being annoying.Is great at following up.Stays calm when customers aren't.Takes ownership rather than simply passing problems around.Speaks and writes good English.Arabic is a plus.Is comfortable working in a fast-moving startup.What Good Looks LikeHappy customers. Fast responses. Problems resolved. Fewer lost sales. More completed purchases.And customers who finish dealing with us thinking:"That was actually easy."That's the job.Help them. Solve it. And when there's a genuine opportunity, help close the sale.