Customer Experience Officer

Handle incoming and outgoing customer calls, messages and inquiries across Mazad's customer service channels. Respond to customer queries professionally and within established response timelines. Support customers with general inquiries related to auctions, registrations, payments, assets, appointments and platform usage. Record and maintain all customer interactions, inquiries and follow-ups accurately within the CRM system. Ensure customer information and case statuses are regularly updated and complete. Follow up on open customer cases until resolution and ensure customers are kept informed. Escalate complaints, technical issues and unresolved cases to the relevant department when required. Coordinate internally with Operations, Finance, Technology and other teams to resolve customer matters. Support customer appointment scheduling and follow-up where required. Identify recurring customer issues and provide feedback to improve processes and the overall customer journey. Support the implementation and monitoring of Customer Experience SLAs. Assist with customer satisfaction surveys, feedback collection and CX reporting. Maintain a professional and positive customer experience across every interaction.