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Customer Experience Specialst

Location: 

New Cairo, Cairo, EG, 11835

Requisition ID:  15393

Why work for us?
Driven by our purpose: Building progress for people and the planet. We are transforming to become the leader in innovative and sustainable building solutions. Holcim US offers an unparalleled range of innovative cement, aggregates, asphalt, concrete products and construction services that have been the foundation for infrastructure projects across the globe. To move the industry forward to a greener future we need people who are passionate about sustainability, are driven to shape and influence perception, and keen to build, grow and thrive in our high-performance culture. Are you ready to build progress with us?

 

Customer Experience Specialist

Job Purpose

 

  • Improving customers experience through taking ownership of customer related issues and following up on them until resolution; aiming to meet customers’ expectations and ensuring highest customer satisfaction level.

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Key Responsibilities

1-Health & Safety

Adhere to and enforce relevant legislation and policies and ensure that highest degree of safety and safe working practices are maintained.

 

2-Functional:

Customer Experience & Complaint Management

  • Manage customer complaints from receipt to closure, ensuring root-cause analysis and timely resolution.
  • Retain all complaints within SLA timelines, ensuring compensation is allocated and recorded correctly.
  • Ensure structured follow-up and documentation of customer needs and feedback in line with Group CX Directives.
  • Create structured communication channels with departments to resolve issues effectively.
  • Ensure compliance with Group Customer Experience Directives, LafargeHolcim policies, and internal control standards.

Customer Satisfaction & NPS Management

  • Manage NPS surveys and other satisfaction surveys, including data preparation, analysis, and reporting.
  • Translate NPS insights into improvement action plans with relevant departments.
  • Ensure the survey process is completed as per SOPs, fully documented, and fulfills internal & external audit requirements.
  • Follow up on corrective actions to ensure measurable improvements in satisfaction and loyalty.
  • Provide management with regular dashboards and reports on customer KPIs, trends, and progress.
  • Ensure adherence to SOPs and audit requirements related to survey and complaint processes.

Customer Experience Insights & Improvement

  • Conduct root-cause analysis and service reviews to identify pain points and improvement opportunities.
  • Collaborate with cross-functional teams (Sales, Logistics, Finance, Quality, etc.) to execute action plans.
  • Support digitalization and process optimization initiatives to improve customer journeys

 

Education,

Qualifications & Experience

     Education

  • Bachelor of Business Administration or any related discipline.

 

Technical Skills:

  • Strong analytical skills, customer insight analysis, complaint management systems
  • Communication, negotiation, and time-management skills.
  • Knowledge of cement industry processes is a plus.

 

Experience: 

  • Average 3 years of experience in Customer Experience Field with exposure to complaint handling and survey management.

 

WHO ARE LAFARGE PEOPLE?
Lafarge people are passionate about finding better ways to build. They embrace innovation and improvement with a pioneering spirit. They work as trusted partners, creating better solutions and experiences for their customers, communities, and colleagues.

YOUR LAFARGE EXPERIENCE
At Lafarge, there is endless opportunity for you to play your part. Whether you’re in a technical, managerial, or frontline role, you can shape a career that works for you. With us you’ll have the chance to embrace the passion we share for our planet. You’ll be encouraged to seek out diverse perspectives, share your ideas, and build the skills and connections you need to perform at your best. Because it’s only when we work together in a culture where everyone thrives, that we can build the world we all want to live in.

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