Customer Experience Representative – Customer Care & Retention

About OurKids

OurKids is a leading Egyptian retail chain specializing in baby and kids’ products, offering thousands of products across clothing, toys, essentials, and more.

We’re looking for a Customer Experience Specialist to join our CX team and help us deliver exceptional experiences at every stage of the customer journey.

This is more than a traditional customer support role. We’re looking for someone who takes ownership of customer relationships, focuses on solving problems properly, and recognizes opportunities to create additional value for our customers.

The Role

As a Customer Experience Specialist, you’ll be responsible for providing personalized, reliable, and thoughtful support across multiple customer touchpoints. You’ll work closely with internal teams to resolve issues, follow up when needed, and continuously look for ways to improve the customer experience.

Key Responsibilities

• Handle customer inquiries, requests, and complaints across calls, chats, social media, and other CX channels.
• Provide accurate, friendly, and personalized support throughout the customer journey.
• Take full ownership of customer issues from initial contact through resolution, including proactive follow-up when required.
• Handle difficult conversations professionally and work toward effective resolutions without unnecessary escalation.
• Recommend relevant products or services when they genuinely address a customer’s needs, without making interactions feel overly sales-focused.
• Support customer retention campaigns and other customer experience initiatives.
• Collaborate with Operations and Warehouse teams to investigate and resolve order-related issues.
• Maintain a high level of accuracy and attention to detail when handling customer information and orders.
• Stay up to date with new products, processes, policies, and campaigns as they are introduced.
• Identify recurring customer issues and share insights that can help improve our processes and overall customer experience.

Requirements

• 1–3 years of experience in a customer-facing role, preferably within retail, e-commerce, or a similar environment.
• Excellent written and spoken Arabic and English — this is a must.
• Based in Cairo or Giza, with the ability to attend occasional meetings at our Maadi office.
• Strong communication and interpersonal skills.
• Comfortable handling complaints, difficult conversations, and challenging customer situations professionally.
• Strong attention to detail and organizational skills.
• Able to work independently and remain responsive in a remote working environment.
• Reliable internet connection and a quiet, professional setup suitable for handling customer calls.

Nice to Have:

• Experience using Shopify, CRM, helpdesk, or customer support platforms.
• Previous experience with upselling, customer retention, customer engagement, or loyalty initiatives.
• Experience working in an e-commerce or fast-paced retail environment.

Who We’re Looking For

We’re looking for someone who genuinely cares about the customer experience.

Someone who finishes a conversation with a customer thinking:

“Did I actually solve their problem? Did I make their experience better? And is there anything more I can do to help?”

You’ll thrive in this role if you enjoy understanding people, solving problems, learning quickly, taking initiative, and going beyond simply answering questions.

If you’re someone who believes great customer service is about ownership, empathy, and creating real value, we’d love to hear from you.