Customer Experience Specialist

About the role

Tempo is seeking a Customer Experience Specialist to own the end‑to‑end customer journey, from the first inquiry to order delivery. You will be the brand’s voice across email, social media, and messaging platforms while coordinating closely with fulfillment partners to ensure timely and accurate shipments.

Key responsibilities

• Respond to customer inquiries on email, social media DMs, and WhatsApp with fast, on‑brand replies in Arabic and English.
• Resolve order‑related issues such as tracking, delivery delays, sizing questions, product queries, and complaints.
• Maintain and improve canned responses, macros, and help‑center content.
• Manage the full returns and exchanges workflow, process refunds, and coordinate reverse logistics.
• Daily coordination with fulfillment centers and 3PL partners to monitor order status, flag exceptions, and ensure on‑time shipping.
• Own service‑level targets (first response, resolution time, fulfillment turnaround, CSAT) and report weekly CX metrics.

Required profile

• 1–3 years of experience in customer support, customer experience, or e‑commerce operations (DTC preferred).
• Fluent written and spoken Arabic and English.
• Excellent written communication with a warm, professional tone.
• Comfortable using help‑desk or ticketing software.

Required skills

• Experience with Gorgias, Zendesk, or Freshdesk ticketing platforms.