Customer Experience Manager, eMobility
M-KOPA
Job Level
JuniorMid-Level
About the role
- Serve as the primary point of contact for most customers, resolving technical and administrative issues
- Prioritise, organise, and manage workload to ensure timely resolution of customer support tickets using CX management tools
- Independently troubleshoot and resolve common technical glitches for SMB Deliverect accounts
- Conduct initial investigations and gather information for commercial and retention-focused requests
- Coordinate with internal teams and external partners; manage escalations to subject matter experts or Investigation Team
- Contribute to improved CSAT, NPS, faster resolution times, and reduced churn through effective support and communication
Requirements
- Fluency in Arabic and English, with strong written and verbal communication skills
- At least 2 years of relevant experience in customer support, IT Helpdesk, or solutions consulting (preferably SaaS) or equivalent work experience
- Strong ownership skills for timely ticket follow-up and resolution
- Excellent structure and organisation abilities using CX management tools
- Solid communication skills to handle complex customer issues and criticism professionally
- Adaptability to provide customer experience across multiple communication channels
- Strong collaboration skills to work effectively across teams
- Critical thinking and creative problem-solving skills
- Autonomy and confidence to be self-driven and handle pushback
- Legal right to work in the country where the role is based (no relocation/travel financial assistance provided)
