Retention and Customer Care Advisor

About the role

The Retention and Customer Care Advisor provides professional tracing and customer care services, handling shipment‑related enquiries and service incidents. The role focuses on service recovery, customer retention and meeting key performance standards while delivering an outstanding customer experience.

Key responsibilities

• Manage and resolve tracing requests for delayed, undelivered, misrouted, returned, lost or damaged shipments.
• Investigate enquiries and coordinate with relevant departments and network stations to achieve timely resolution.
• Respond to customer questions about shipment status, services, pricing and customs requirements.
• Handle complaints professionally and take appropriate actions to ensure satisfaction.
• Escalate and coordinate service‑recovery actions with Operations, Sales and other support functions when needed.
• Support frontline activities by handling overflow calls.
• Maintain accurate records of interactions and case resolutions.
• Identify improvement opportunities and share relevant information with stakeholders.

Required profile

• Bachelor's degree, diploma or equivalent qualification.
• Minimum 2 years of experience in a customer contact centre, customer service, or telesales environment, preferably in a service industry.
• Excellent telephone and written communication skills in French and Arabic.
• Strong conflict‑resolution, negotiation and interpersonal abilities.
• Ability to stay calm and professional under pressure.
• Good organisational skills and capacity to manage multiple priorities.

Required skills