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