Customer Excellence Specialist
Job role insights
Date posted
October 23, 2026
Hiring location
Dubai
Career level
Entry Level
Qualification
High school diploma or equivalent; related customer-service certification is a plus
Experience
Customer support experience preferred
Gender
Any
Description
The Customer Excellence Specialist supports customers across online, offline and social channels. The role manages enquiries and complaints, coordinates escalations within agreed service levels, and uses feedback and reporting to improve customer satisfaction. It also supports VIP engagement and customer-focused marketing communication.
Key Responsibilities
- Handle customer complaints received through email, live chat, phone and social media channels.
- Manage escalations and work with internal teams to resolve cases within agreed service-level timelines.
- Provide accurate information and empathetic responses, then follow up to confirm that issues have been resolved.
- Coordinate with Operations, E-commerce and store teams to investigate service issues and prevent recurrence.
- Maintain clear records of customer interactions, outcomes and follow-up actions.
- Prepare weekly and monthly reports on complaints, recurring trends, risks and SLA performance.
- Contact VIP customers about invitations, launches and events using approved communication channels.
- Help improve service processes, internal documentation and shared knowledge through team collaboration.
Requirements and Skills
- A high school diploma or equivalent; further education or customer-service certifications are an advantage.
- Previous customer support or client-service experience and strong phone-handling skills.
- Fluent written and spoken English; Arabic is mandatory.
- Familiarity with CRM tools and customer-service systems; Salesforce experience is preferred.
- Empathy, active listening, clear communication, multitasking and time-management skills.
- Ability to remain professional under pressure and coordinate with different departments.
Qualifications
High school diploma or equivalent; related customer-service certification is a plus. Candidates should also demonstrate the role-related skills listed above and be able to collaborate effectively with colleagues and other stakeholders.
Employment Details
This is a full-time opportunity with Apparel Group. The listed location is Dubai, United Arab Emirates. Daily priorities will depend on operational requirements, team coordination and the standards relevant to the role.
The role calls for a thoughtful problem-solver who can communicate with empathy, document cases precisely and turn customer feedback into useful service improvements.
Skills
select-type
Full Time
Interested in this job?
43 days left to apply
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