Customer Experience Agent

As a Customer Experience Agent at Telda, you will be responsible for responding promptly to user inquiries, investigating issues, and resolving them effectively. Your role will involve maintaining high levels of customer satisfaction, using communication channels like email, chat, and social media, and collaborating with various teams to enhance the overall customer experience.

To qualify for the Customer Experience Agent position at Telda, you will need a bachelor's degree and exceptional communication skills in both English and Arabic. Previous experience in customer service or a related field is preferred, and familiarity with the financial industry can be an added advantage. Strong problem-solving abilities and a passion for helping others are also essential.

Telda provides a vibrant and supportive work environment for Customer Experience Agents. The role includes a hybrid model where you will spend two weeks in the office and two weeks working from home. You'll also benefit from competitive salaries, comprehensive benefits, and advanced tools to help you excel in your position.

Telda focuses on customer satisfaction by having Customer Experience Agents respond swiftly to inquiries and resolve issues effectively. By collaborating with different teams to continually enhance user experience, we strive to ensure that our customers feel valued and supported, providing them with a seamless and positive interaction with our services.

As a Customer Experience Agent at Telda, you will operate on a rotational shift pattern, including possible night shifts. The shifts are designed to meet user needs around the clock and offer a blend of both in-office and remote work.

Highlight any previous roles where you provided direct support to customers, detailing the tools you used and how you resolved inquiries or complaints to demonstrate your hands-on experience.

Share specific examples that illustrate your conflict resolution skills. Explain the strategies you use to remain calm, listen to the customer’s concerns, and find solutions that satisfy both the customer and the company.

Discuss any relevant customer service software or communication tools you have used in past roles. Emphasize your ability to quickly learn new systems, which is crucial for a fast-paced environment like Telda.

Demonstrate your organizational skills and explain how you assess the urgency and complexity of inquiries, and then manage your time effectively while ensuring that all customers feel heard.

Discuss your approach to active listening, empathy, and clear communication, and how these skills contribute to a positive customer experience. Mention any metrics or feedback mechanisms you've used to measure satisfaction.

Provide a detailed example where you utilized your problem-solving skills. Describe the situation, the actions you took, and the outcome, making sure to highlight any positive feedback received from the customer.

Share your strategies for staying informed, such as reading industry publications, participating in forums, or formal training. This shows your commitment to continuous learning, which is vital in a changing industry.

Articulate your passion for helping people and improving customer interactions, and link this motivation to the mission of Telda to empower users in their financial journey.

Explain your perspective on excellent customer service, emphasizing qualities such as responsiveness, empathy, problem-solving, and the importance of creating a positive customer experience.

Identify challenges such as managing high volumes of inquiries or handling difficult customers, and explain how you would approach these challenges while maintaining a positive attitude and customer focus.