Purpose of the role:
The Customer Service Agent is responsible for handling the day-to-day operations of
the ‘Spring’ customer journey and responsible for the overall customer experience and
operations of the business unit, in addition to managing sales reports and executing
marketing initiatives when required.
Key Areas of Responsibilities:
 In charge of handling all organic client accounts (direct website sales) without a
sales code and implementing / executing all customer needs / feedback /
requests.
 Partner with CPU’s Production, Logistics, and Packaging departments to
ensure business and operational needs of customers are met. Assist in
identifying service issues as well as coordinating with other departments to
come up with and implement long-term solutions.
 Increase client retention by improving customer satisfaction and improving the
customer experience/journey as a whole.
 Assisting with customer cases at higher levels like cancellations, changing
items or pausing plans after the cut-off, etc.
 Identify the areas for improvement within the department and then create and
implement solutions. Improves processes, eliminates inefficiencies and
eliminates detrimental practices.
 Ensure that Moments KPIs are met monthly/annually and the business runs
smoothly.
 Community management for Social Media (IG & FB, etc.). Answering
requirements, questions, DMs etc.
 Take corrective actions based on performance metric reports of the Brand KPI
and monitor progress and achievement.
 Generally involved with the marketing and product development team to
implement campaigns and initiatives.
 Monitors competitive sets and consumer insights to keep on top of industry
trends.
 To perform general management and ad hoc management duties.
 Any other duties assigned by the senior management.
 Conducting performance management for brand ambassadors. Representing
Moments in a positive and professional manner.

Purpose of the role:
The Customer Service Agent is responsible for handling the day-to-day operations of
the ‘Spring’ customer journey and responsible for the overall customer experience and
operations of the business unit, in addition to managing sales reports and executing
marketing initiatives when required.
Key Areas of Responsibilities:
 In charge of handling all organic client accounts (direct website sales) without a
sales code and implementing / executing all customer needs / feedback /
requests.
 Partner with CPU’s Production, Logistics, and Packaging departments to
ensure business and operational needs of customers are met. Assist in
identifying service issues as well as coordinating with other departments to
come up with and implement long-term solutions.
 Increase client retention by improving customer satisfaction and improving the
customer experience/journey as a whole.
 Assisting with customer cases at higher levels like cancellations, changing
items or pausing plans after the cut-off, etc.
 Identify the areas for improvement within the department and then create and
implement solutions. Improves processes, eliminates inefficiencies and
eliminates detrimental practices.
 Ensure that Moments KPIs are met monthly/annually and the business runs
smoothly.
 Community management for Social Media (IG & FB, etc.). Answering
requirements, questions, DMs etc.
 Take corrective actions based on performance metric reports of the Brand KPI
and monitor progress and achievement.
 Generally involved with the marketing and product development team to
implement campaigns and initiatives.
 Monitors competitive sets and consumer insights to keep on top of industry
trends.
 To perform general management and ad hoc management duties.
 Any other duties assigned by the senior management.
 Conducting performance management for brand ambassadors. Representing
Moments in a positive and professional manner.

Professional Requirements:

 Bachelor's degree or its equivalent.
 A minimum of 2 years of work experience in the customer experience.
 Work experience in the e-commerce industry.
 An understanding of User Experience, marketing, and P&L Management would
be beneficial.
 Fluency in English, Arabic is a plus but not mandatory

Interpersonal Requirements:
 Results-oriented leader with strong analytical skills
 Capacity to work under pressure
 Always maintaining a professional appearance
 Excellent written and verbal communication skills
 A highly organized person
 Research-oriented and tech-savvy.
 A commitment to developing and maintaining a premium brand image