Customer Experience & Retention Specialist (Arabic & English) | Remote
🏢 Company: [Kodland]
📍 Location: Remote
💰 Salary: $185 fixed monthly salary
⏳ Type: Full Time
🎓 Experience: 1 to 2 years
📂 Category: Remote Job
Job Description:
🌍 Customer Experience & Retention Specialist (Arabic & English) | Remote - $185 fixed monthly salary
🏢 **Company:** Kodland
💼 **Position:** Customer Experience & Retention Specialist
📍 **Location:** Remote (Egypt)
Kodland is looking for a **Customer Experience & Retention Specialist** to support enrolled families, resolve customer issues, and help students continue their learning journey. If you have experience in customer service, retention, or customer care and enjoy building long-term customer relationships, this opportunity is for you.
### 🔹 Key Responsibilities:
✅ Welcome and support newly enrolled families.
✅ Respond to customer inquiries via phone, chat, and email.
✅ Assist parents with schedules, lesson access, credentials, transfers, freezes, and course-related questions.
✅ Follow up with students who miss lessons and identify reasons for disengagement.
✅ Handle refund and cancellation requests while presenting suitable alternatives.
✅ Negotiate installment and payment solutions when appropriate.
✅ Resolve complaints with empathy, professionalism, and excellent communication.
✅ Maintain accurate records in CRM and ticketing systems.
✅ Ensure response-time and customer satisfaction KPIs are achieved.
✅ Collaborate with internal teams to resolve customer issues efficiently.
✅ Follow each case through to a successful resolution.
Job Requirements:
✔ Fluent in **Arabic and English**.
✔ **1–2 years** of experience in Customer Service, Customer Care, or Customer Retention.
✔ Hands-on experience with **CRM** and ticketing systems.
✔ Strong communication, listening, and problem-solving skills.
✔ Experience handling complaints, objections, refunds, or payment discussions.
✔ Ability to work independently in a remote environment.
✔ Availability for a full-time shift schedule, including **one weekend working day**.
⭐ Experience in **EdTech, online education, call centers, subscription services, or family-focused customer support** is a strong advantage.
### 💼 What Kodland Offers:
🌍 100% Remote work.
📚 Structured onboarding and training.
🤝 International work environment.
📈 Internal career growth opportunities.
🎓 Employee discounts on Kodland programs.
### 💰 Compensation:
💵 **$185 fixed monthly salary**
🎯 **Up to $50 monthly KPI bonus**
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