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Job Description
Job Purpose
The Customer Service Specialist is responsible for developing and administering customer service plans and programs aimed at delivering exceptional services to customers, thereby enhancing overall customer satisfaction in alignment with business strategies, objectives, and policies.
Key Responsibilities
- Execute customer service plans and programs for the assigned business area.
- Support initiatives to enhance customer satisfaction.
- Monitor the application of customer service processes and procedures.
- Analyze the cost and effectiveness of customer service initiatives.
- Contribute to process and system improvements.
- Monitor and improve call center scorecards.
- Provide guidance on customer service matters.
- Respond to and resolve escalated customer inquiries.
- Identify customer needs and support commercial opportunities.
- Promote customer service capability development and upskilling.
Stakeholder Management
- Collaborate with internal departments and external service providers.
- Build strong cross-functional relationships.
- Understand customer and stakeholder requirements.
- Provide technical guidance to managers and employees.
Management Responsibility
This is an individual contributor role.
Skills
- Customer Relationship Management (CRM)
- Operations Management
- Quality Control
- Budgeting & Forecasting
- Customer Satisfaction
- Call Center Operations
- Account Management
- Stakeholder Management
- Project Management
- Influencing & Facilitation
- Presentation & Storytelling
Requirements
- Education: Bachelor's Degree or equivalent qualification
- Experience: More than 4 years in customer service
Visa and Language Requirements
Candidate must have valid UAE residency. Proficiency in Arabic is preferred.
Requirements
- Education: Bachelor's Degree or equivalent qualification
- Experience: More than 4 years
Responsibilities
- Execute customer service plans and programs for the assigned geography/business area.
- Support customer service initiatives to enhance customer satisfaction.
- Monitor the application of customer service processes and procedures.
- Analyze the cost and effectiveness of customer service initiatives.
- Contribute to process and system improvements.
- Monitor and improve call center scorecards.
- Provide guidance on customer service matters.
- Respond to and resolve escalated customer inquiries.
- Identify customer needs and support commercial opportunities.
- Promote customer service capability development and upskilling.
Statutory benefits (UAE)
Wage Protection System (WPS)
Current-month wages must be paid via WPS no later than the 1st of the following Gregorian month. Establishments must transfer ≥85% of total wages by the deadline (Ministerial Resolution 340/2026).
End-of-Service Gratuity (EOSB)
21 days of basic salary per year for the first 5 years; 30 days per year thereafter. Allowances are excluded from the calculation.
Annual leave
Minimum 30 calendar days per year after the first year of service (2 days per month between 6 and 12 months).
Sick leave
Up to 90 days per year on a structured paid/unpaid schedule once probation completes.
Health insurance
Mandatory employer-provided coverage in Dubai and Abu Dhabi.
Frequently asked questions
Where is this role based?⌃
Based in Dubai, Dubai.
How do I apply?⌃
Apply via the employer's career site (link on this page).
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