E-Reputation & Customer Experience Executive

Job description

Digital Virgo is looking for a motivated E-Reputation & Customer Experience Executive to support our customer care activities and help improve customer experience across our services and digital channels. This role is ideal for someone at the beginning of their career who is organized, comfortable with digital tools, and interested in customer experience and new technologies. Main Responsibilities Monitor customer comments, reviews, complaints, and brand mentions across digital and social media channels. Respond to customer and partner enquiries, following internal guidelines and agreed response times. Escalate complex issues to the relevant teams and follow up until they are resolved. Support the monitoring of customer care quality and agent performance. Review dissatisfied-customer calls with our customer service provider, and share observations with the team. Test customer journeys across our services, including subscription, unsubscription, IVR, and other key service flows. Help track customer experience KPIs and prepare simple weekly and monthly reports. Identify recurring customer issues and suggest practical improvements. Take part in occasional business site visits to our service provider in Hurghada with the team. Bachelor's degree in Business, Marketing, Communications, or a related field. Up to two years of experience in customer care, customer experience, or a related area. Relevant internships are welcome. Fluent in written and spoken Arabic and English; French is a plus. Comfortable using Microsoft Office, especially Excel and PowerPoint. Good communication and problem-solving skills. Organised, reliable, and attentive to detail. Curious, proactive, and willing to learn. Comfortable working in a fast-paced environment and meeting deadlines. Digital Virgo is a global leader in mobile payments and digital services, connecting merchants, operators, and consumers through innovative monetization solutions. Operating in more than 40 countries, we help our partners grow their digital business by delivering high-performing subscription services, digital entertainment, payment solutions, and customer acquisition strategies. As part of our expansion in Saudi Arabia, we are looking for a Digital Marketing & Business Analyst to support the growth of our digital services by combining business analysis, marketing coordination, and operational project management.