Customer Experience Executive

Al Masaood is seeking a customer-focused executive to support a positive and consistent experience for customers in Abu Dhabi. The position involves listening carefully to customer questions, understanding the reason for each interaction and helping customers receive clear information and appropriate assistance. The executive is expected to communicate professionally, handle concerns with patience and coordinate with the relevant internal teams when a request needs further attention. Accurate records and reliable follow-up are important parts of maintaining service quality and customer confidence.

Key Responsibilities

• Act as a helpful point of contact for customer questions and requests, providing clear and courteous information.
• Listen to customer concerns, understand the issue and guide the customer towards an appropriate next step.
• Coordinate with relevant departments to follow up on requests and help ensure that matters are handled without unnecessary delay.
• Maintain accurate records of customer interactions, feedback and follow-up actions in the relevant systems.
• Identify recurring questions or service concerns and share useful feedback with team members and management.
• Follow established service standards and represent the business in a professional, respectful and customer-oriented manner.

Requirements and Qualifications

• A customer-first attitude and the ability to communicate clearly with people from different backgrounds.
• Good listening, interpersonal and problem-solving skills, with patience when handling concerns or difficult conversations.
• Organised working habits and attention to detail when recording information and following up on requests.
• Comfort using everyday office applications and learning internal customer-service systems and procedures.

Skills and Work Approach

The role requires a calm and dependable approach, particularly when several customer requests need attention at the same time. Candidates should be able to work independently on routine enquiries while recognising when a matter should be referred to another team. Professional communication, discretion with customer information and a willingness to learn are important for contributing to a dependable customer experience.