Service Excellence Specialist

About The JobThe Service Excellence Specialist plays a key role in supporting customer experience initiatives, monitoring satisfaction levels, assisting in complaint resolution, and contributing to mystery shopping activities. This role suits a detail-oriented professional who is committed to delivering high-quality service and continuous improvement across customer touchpoints.Job Responsibilities &Duties:Customer Experience• Support the implementation of customer experience initiatives and journey mapping activities.• Collect and organize customer feedback from various channels.• Assist in applying improvements based on feedback to enhance service consistency.• Coordinate with internal teams to support customer journey enhancements.Customer Satisfaction• Help design and distribute customer satisfaction surveys.• Compile and summarize survey results to highlight trends.• Assist in preparing reports on customer satisfaction metrics.Complaint Management• Log and follow up on customer complaints to ensure timely resolution.• Support the application of complaint-handling procedures.• Help identify recurring issues and suggest basic preventative actions.Mystery Shopping• Assist in organizing and conducting mystery shopping visits.• Compile findings and share summaries with relevant teams.• Contribute to training and improvement efforts based on mystery shopping results.Required skills and qualifications: Bachelor’s degree in business administration, Marketing, or a related field. 2–3 years of experience in customer service or support roles. Good analytical and problem-solving skills. Clear and professional communication skills. Ability to work effectively with different teams. Familiarity with customer feedback tools and basic reportingSkills and Competencies: Accuracy and attention to detail. Ability to manage time and meet deadlines. Willingness to learn and adapt in a dynamic environment. Professional communication in Arabic and English.Additional Requirements: May require occasional visits to MNT Halan Companies/Branches. Experience in fast-paced environments is preferred.