Customer Care Officer – HNI Escalations & Service Excellence

Job Summary & Purpose

The Customer Escalations & HNI Relationship Manager will serve as the dedicated point of contact for managing high-priority escalations and complaints, particularly those from High Net-Worth Individuals (HNIs), across all communication channels. The role requires a prompt, empathetic, and solution-focused approach to enhance customer satisfaction, retain valuable clients, and uphold the company’s reputation for exceptional service.

Key Responsibilities

• Own and resolve escalated cases received from frontline teams, social media, service centers, or executive management.
• Collaborate with internal departments (Retail, Service, IT, Logistics, Finance) to ensure prompt, policy-aligned, customer-centric solutions.
• Address issues such as delivery delays, faulty products, service breakdowns, and pricing/warranty disputes with full case ownership until closure.

• Act as a single point of contact for HNI clients across all channels: in-store, ecommerce, call center, social media, WhatsApp, and email.
• Provide white-glove support, including proactive updates, callbacks, and expedited service or resolution pathways.
• Coordinate with internal teams to preemptively manage high-ticket purchases or service concerns.

• Maintain and update a structured HNI customer database including purchase behavior, service history, and preferences.
• Segment customers (e.g., Gold, Platinum) based on value and interaction patterns.
• Utilize insights for proactive engagement and tailored support.

• Track and resolve complaints from all platforms: kiosks, call centers, live chat, Google Reviews, Trustpilot, Instagram, Facebook, WhatsApp, etc.
• Ensure unified service levels across all communication modes and consistent follow-up until issue resolution.
• Minimize recurrence through quality control and case audits.

• Lead recovery actions post service/product failures, ensuring suitable remedies (replacements, refunds, vouchers) per policy.
• Follow up with recovered customers to validate satisfaction and rebuild trust.
• Identify root causes and suggest improvements to minimize future escalations.

• Maintain detailed records for each escalation (communications, actions, outcomes).
• Generate periodic reports on escalation trends, resolution TATs, and customer sentiment.
• Analyze complaints by type, channel, store, region, or product to identify recurring issues.

• Liaise regularly with store managers, ecommerce, service technicians, contact center agents, and backend teams.
• Build productive working relationships with internal teams and vendors to fast-track resolutions.
• Participate in cross-functional review meetings to provide escalation insights.

• Ensure resolution practices comply with UAE Consumer Protection Laws and internal guidelines.
• Uphold customer confidentiality and data protection standards.
• Serve as a brand ambassador—professional, empathetic, and service-focused at all times.

Candidate Profile

• Bachelor’s degree in Business Administration, Marketing, Customer Service, Communications, or a related field.

• 3–5 years in customer service or complaints resolution, preferably in electronics retail, ecommerce, or a service-focused environment.
• Proven track record of handling escalations and managing VIP/HNI customer portfolios.

• Strong communication (written & verbal) and interpersonal skills
• High emotional intelligence and empathy
• Conflict resolution and problem-solving expertise
• Ability to multitask and manage high-pressure situations
• Proficiency in MS Excel (analytics, reporting) and CRM platforms (Salesforce, Zendesk, SAP, Freshdesk)
• Customer-first mindset with a commitment to service recovery

• Certified Customer Service Professional (CCSP)
• Customer Experience (CX) Certification – CXPA / CX Academy
• Complaint Handling & Service Recovery – Udemy / Coursera
• UAE Consumer Protection Law Training
• Emotional Intelligence for Service Professionals – Coursera / IHHP