Customer Experience Analyst

Job Summary

As a Customer experience analyst, you will be reporting to the Growth Marketing and Customer Success Specialist. You will play a pivotal role in ensuring an exceptional dining experience for our guests. This position involves providing outstanding customer service, handling inquiries and concerns, and contributing to the overall success of marketing and customer service initiatives.

Duties and responsibilities

-Provide excellent customer service by addressing guest inquiries, resolving issues, and ensuring a positive dining experience, after the customer's experience

-Collect, analyze and report customer feedback and determine their satisfaction

-Handle and contact customer complaints with professionalism and escalate issues as needed to ensure resolution provide adequate compensation and go the extra mile to retain them

-Refer unresolved guests complaints to designated department for further investigation

-Collaborate with the Growth Marketing and Customer Success Specialist to implement and uphold customer service standards

-Utilize effective communication and interpersonal skills to interact with guests and address their needs

-Work closely with the marketing team to support promotional activities and contribute to a positive brand image

-Stay informed about menu offerings, promotions, and company policies to provide accurate information to guests

-Regular communication with other customer-facing teams to identify gaps and opportunities in the overall brand experience

Requirements:

Previous experience in customer service, preferably in the hospitality industry

Excellent communication and interpersonal skills

Excellent communication skills in both Arabic and English languages. French is a plus

Adaptability to fast-paced and dynamic environments

A customer-centric mindset with a commitment to delivering outstanding service

Ability to work collaboratively with team members and across departments

Professionalism in handling customer inquiries, complaints, and resolving issues

Willingness to undergo training programs to enhance customer service skills

Enthusiastic and positive attitude towards contributing to a positive brand image

Ability to stay informed about marketing initiatives and promotional activities

Strong organizational and multitasking abilities

Reporting and feedback skills to contribute to ongoing service improvements