Customer Experience Representative

About the role

The Customer Experience Representative will be the main point of contact for EXA Ceramics’ clients in Saudi Arabia. You will ensure that every interaction is handled professionally, delivering clear information and timely resolutions to enhance overall satisfaction.

Key responsibilities

• Respond to customer inquiries, requests and concerns via phone, email, chat and other channels.
• Document complaints and service issues, then coordinate with sales, logistics, technical support and other departments to resolve them.
• Provide customers with updates on order status, delivery timelines and any pending requirements.
• Collect and analyse customer feedback through calls and surveys, highlighting recurring issues for continuous improvement.
• Maintain accurate records of all interactions in the company’s CRM system and prepare basic reports on response times and service trends.

Required profile

• Excellent verbal and written communication skills in English.
• Customer‑oriented mindset with a strong desire to solve problems.
• Ability to work collaboratively across multiple internal teams.

Required skills

• Proficiency with CRM systems for logging inquiries, complaints and feedback.
• Basic reporting skills to track service metrics.