Customer Experience Specialist-Tamgo

Job description

Job Summary The Customer Experience Specialist manages customer communication, follow-up, and case tracking across Tamgo KSA to ensure timely responses, accurate information flow, and effective after-sales support. This role contributes to customer satisfaction by coordinating with internal teams, supporting customer communications, and monitoring service performance. Key Accountabilities Track customer inquiries, leads, and service requests received through the call center and approved digital channels, ensuring accurate logging and documentation. Coordinate with sales, service, and technical teams to follow up on customer cases, ensuring timely resolution and proper case closure. Monitor response times, follow-up status, and service progress, escalating delays or issues to the direct manager when required. Support customer communication activities across approved digital platforms, ensuring accuracy, professionalism, and alignment with Tamgo’s brand and offerings. Maintain and organize customer-related data, reports, profiles, and communication materials to support internal teams and decision-making. Collect basic customer feedback, service-related photos, and activity updates, and share insights with relevant stakeholders. Assist in coordinating customer communication and follow-up activities related to exhibitions, events, and industry engagements. Identify recurring customer issues and opportunities for improvement, and recommend practical actions to enhance response time, coordination, and customer satisfaction. Knowledge, Skills and Aptitude Educational Qualifications and Certifications: Bachelor’s degree in business administration, Marketing or related field. Knowledge: Professional communication skills. Understanding of marketing communication principles. Understanding of customer relationship. Brand and customer touchpoint awareness. Knowledge of sales and marketing principles. Technical Skills: CRM systems. MS Excel & Reporting. MS PowerPoint. Digital communication tools. Language Skills: Fluency in both English and Arabic Experience : 2–4 years of experience in Customer Service, Customer Experience, Marketing Support, or a coordination role. Key Interactions Key Internal Contacts: Users & Colleagues. Technical Support Team & Management Purpose of Interaction: Sales team. Marketing Team. Management Key External Contacts: NA Purpose of Interaction: Suppliers. Advertising agencies. Service Providers Direct Reports: NA