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Customer Care Officer Jobs in Dubai, UAE
Job Description
Job Summary & Purpose:
To serve as the dedicated point of contact for handling high-priority customer complaints and escalations, especially from high-value (HNI) customers, across all communication channels. The role requires prompt, empathetic, and solution-oriented engagement to enhance customer satisfaction, retain key customers, and uphold the company’s reputation for service excellence.
Key Performance Areas (KPAs) & Principal Accountabilities:
1 Resolution of Customer Escalations (Including Store, Online, and Service Complaints)
• Act as the primary point of contact for resolving customer complaints and escalations that have been referred from frontline staff, social media, service centers, or management.
• Liaise with various internal departments including Retail Operations, Service & Repairs, Logistics, IT, and Finance to ensure quick resolution of issues.
• Investigate cases involving delayed deliveries, faulty products, service failures, pricing errors, and warranty disputes; ensure resolutions are aligned with company policy yet customer centric.
• Take ownership of cases end-to-end until full closure and customer satisfaction is achieved.
• Maintain a calm, professional, and empathetic approach in handling irate or dissatisfied customers.
2 Handling High-Value / High Net-Worth (HNI) Customers
• Act as a single point of contact for HNI customers across all interaction channels including in-store, ecommerce, call centre, email, WhatsApp, and social media.
• Ensure HNI customer concerns are prioritized, tracked, and resolved with urgency, ensuring minimal hand-offs and maximum personalization.
• Coordinate with the Sales, CS or any other required team to ensure any high-ticket sale or service issue is proactively addressed.
• Arrange for callbacks, onsite visits, expedited repair/replacement services or personal follow-ups wherever applicable.
3 HNI Customer Database Maintenance & Engagement
• Create and regularly update a structured database of HNI customers including details such as purchase history, preferences, frequency of complaints, satisfaction levels, and communication preferences.
• Classify customers into tiers (Gold, Platinum, etc.) based on value contribution, frequency of purchases, and brand engagement.
• Use data insights to pre-empt service lapses and offer proactive assistance or exclusive service privileges.
• Work with the CRM/IT team to integrate HNI data into System, SAP, or other internal customer service platforms to enable cross-functional visibility and superior engagement.
4 Cross-Channel Complaint Management
• Monitor and respond to complaints lodged through all channels including in-store kiosks, call centres, online chat, Google reviews, Trustpilot, Facebook, Instagram, Twitter/X, and WhatsApp Business.
• Ensure a unified and timely resolution approach irrespective of the source of complaint.
• Track complaints where multiple departments are involved, ensuring clear communication and timely updates to the customer.
• Minimize repeated complaints through strong case follow-up and resolution quality checks.
5 Service Recovery & Retention
• Lead the service recovery process for customers who have experienced service failures or product issues, ensuring they are compensated appropriately (refunds, replacements, vouchers, etc.) as per company policy.
• Identify patterns and root causes from repeated complaints or escalations and share actionable insights with leadership.
• Recommend process improvements or policy changes to reduce escalation volume and enhance service experience.
• Follow up with recovered customers to ensure their satisfaction and loyalty is restored.
6 Documentation, Reporting & Analysis
• Maintain comprehensive documentation for each escalation case including communication logs, actions taken, and final outcomes.
• Prepare daily, weekly, and monthly reports on escalation trends, resolution TAT, and customer satisfaction scores.
• Analyses complaint types by category (product, delivery, service, etc.), store, region, and team, and highlight systemic issues for management attention.
• Support internal audits and management reviews by sharing detailed case files and closure summaries when required.
7 Internal Stakeholder Coordination
• Work closely with Store Managers, Ecommerce Fulfillment Team, Service Technicians, Contact Center Agents, and Backend Teams to ensure seamless complaint resolution.
• Build strong relationships with key support departments and vendors to fast-track escalated issue handling.
• Join periodic review meetings with the Quality, Logistics, and Product Teams to share customer feedback and suggest improvements.
8Compliance & Policy Adherence
• Ensure all customer resolutions adhere to the UAE consumer protection laws and internal company policies.
• Maintain high levels of data privacy and customer confidentiality in handling complaints.
• Act as a brand ambassador for the company, maintaining professionalism, empathy, and consistency in all customer interactions.
Requirements
Qualitative Requirements
Experience(Years & Field) • 3–5 years of experience in customer service, preferably in electronics retail, ecommerce, or a service-driven industry.
• Proven experience in handling escalations and direct interaction with high-net-worth or VIP customers is highly desirable.
• Fluency in English is essential; additional languages (e.g., Arabic, Hindi) are a plus
• Strong proficiency in Microsoft Excel and report generation, including data analysis, formatting, and presentation of insights.
Educational Qualification • Bachelor’s degree in business administration, Customer Service, Marketing, Communications, or any related field.
Professional Certifications (Preferred but Not Mandatory) • Certified Customer Service Professional (CCSP) – International Customer Service Association (ICSA)
• Customer Experience (CX) Certification – CX Academy / CXPA
• Complaint Handling & Service Recovery Certification – Udemy / Coursera / Alison
• Certified Contact Center Professional (CCCP) – CCA Global / ICMI
• CRM System Training (e.g., Salesforce, SAP, Zendesk) – Vendor-specific certifications for system proficiency
• Emotional Intelligence (EI) for Customer Service Professionals – Institute for Health & Human Potential / Coursera
• UAE Consumer Protection Law Awareness (Recommended for roles handling disputes and refunds)
Skills & Abilities • Strong problem-solving and conflict resolution skills
• Excellent verbal and written communication skills
• High emotional intelligence and empathy
• Experience in managing VIP/HNI customers
• Proficiency in customer service platforms (e.g., Zendesk, Salesforce, Freshdesk)
• Data management and reporting skills (Excel, CRM systems)
• Ability to multitask and work under pressure
• Customer-centric mindset with a focus on service recovery.
