**Job purpose:** Responsible for enhancing customer experience, reaching highest level of customer satisfaction, and improving customer retention. **Key accountabilities:** * Implement CRM initiatives and develop customer journey to enhance the overall customer experience. * Receive and handle different customers requests and complains via call center or walk\-ins clarifying the process and procedures and directing them to the concerned parties. * Follow up with the customers on their requests/ complains to ensure highest level of satisfaction. * Collaborate with cross\-functional teams to develop and implement customer loyalty programs Maintain and update customer databases, ensuring data accuracy and compliance with data protection regulations **Requirements** * Minimum 2–3 years of experience in customer service, customer experience, or a related field. * Bachelor’s degree in Business Administration, Marketing, or a related discipline. * Proficiency in CRM systems and Microsoft Office applications. * Ability to handle customer inquiries and complaints effectively. * Experience in implementing CRM initiatives and improving customer journey. * Strong organizational and follow\-up skills. * Ability to manage and maintain customer data with high accuracy. * Knowledge of customer loyalty programs and retention strategies.