Customer Service Specialist

We're Hiring | Customer Happiness Officer (Arabic Speaker) Location: Dubai, UAE Employment Type: Full-Time Salary: AED 4,000 – 5,000 per month (based on experience) A well-growing Business Setup & Tax Advisory Company in Dubai is looking for an empathetic, detail-oriented, and customer-focused Customer Happiness Officer (Arabic Speaker) to join our team. This role is responsible for owning the customer experience across all service engagements, ensuring exceptional service quality through proactive customer feedback, complaint resolution, quality assurance of customer interactions, and accurate reporting to management. Key Responsibilities Customer Feedback & Happiness Calls • Contact every customer at defined service milestones to capture structured satisfaction feedback (following document collection, issuance of draft deliverables, and communication of the final outcome). • Record each feedback call in the CRM with a satisfaction rating, exact customer comments, and a follow-up flag where action is required. • Maintain a daily and weekly Happiness Index, reporting movements, trends, and areas of concern to management. Complaint Handling & Resolution • Log every complaint upon receipt with customer name, case reference, nature of complaint, and severity rating. • Coordinate internally with the assigned team member, Execution Manager, or Project Manager to establish facts and agree on an appropriate resolution. • Call the customer back within 24 working hours to communicate the agreed resolution clearly, respectfully, and in the customer's preferred language. • Escalate unresolved or reputationally sensitive matters to management before they escalate externally. Outcome & Variance Communication • Clearly explain the common reasons why a final outcome may differ from the customer's initial expectations. • Ensure customers receive consistent and accurate explanations, coordinating with the responsible team where further clarification is required. Call Recording Review & Quality Assurance • Review all daily customer call recordings between team members (Admin, Engineers, Accountants, etc.) and customers. • Assess every call against a QA scorecard covering: • Tone and professionalism • Courtesy and patience • Clarity of communication • Accuracy of information • Language handling • Script adherence • Confidentiality • Report any instances of arrogance, rudeness, impatience, inaccurate information, or unprofessional conduct with recording references, timestamps, and factual observations. Reporting & Management Escalation • Prepare daily QA summaries and weekly trend reports highlighting recurring issues, coaching opportunities, and individual performance concerns. • Report QA findings directly to management, independently of the delivery team, to maintain objectivity. Qualifications & Experience • Bachelor's Degree or Diploma in Business Administration, Communications, or a related field (preferred). • Minimum 2–4 years of experience in Customer Service, Customer Happiness, Call Centre, or Quality Assurance, preferably within the UAE. • Good understanding of customer service standards and QA monitoring practices. Skills & Competencies • Excellent telephone etiquette with empathy, patience, and emotional control. • Strong organisational, time-management, and multitasking skills. • Proficiency in Microsoft Excel, Word, and Outlook. • High attention to detail, objectivity, accuracy, and confidentiality. • Excellent communication and interpersonal skills with a professional approach. Language Requirements • Fluent in Arabic and English (spoken and written). Benefits • Employment Visa • Medical Insurance • Annual Air Ticket • Paid Annual Leave • End-of-Service Benefits • All other benefits as per UAE Labour Law • Excellent Career Growth & Development Opportunities Immediate joiners are highly preferred. If you're passionate about delivering exceptional customer experiences and maintaining the highest service standards, we'd love to hear from you. Apply now and become part of a growing and dynamic team in Dubai. Show more Show less

Bachelor's Degree or Diploma in Business Administration, Communications, or a related field (preferred). Minimum 2–4 years of experience in Customer Service, Customer Happiness, Call Centre, or Quality Assurance, preferably within the UAE. Good understanding of customer service standards and QA monitoring practices.

Customer Feedback & Happiness Calls: Contact every customer at defined service milestones to capture structured satisfaction feedback; record feedback in the CRM with rating, comments, and follow-up flag; maintain a daily/weekly Happiness Index and report trends to management. Complaint Handling & Resolution: Log complaints with details; coordinate with relevant team members to establish facts and determine resolution; call the customer back within 24 working hours; escalate unresolved or reputational matters to management. Outcome & Variance Communication: Explain reasons for differences between final outcomes and customer expectations; coordinate with responsible teams for clarification. Call Recording Review & Quality Assurance: Review daily call recordings between team members and customers; assess against QA scorecard including tone, professionalism, clarity, accuracy, language handling, script adherence, confidentiality; report issues with references. Reporting & Management Escalation: Prepare daily QA summaries and weekly trend reports; report QA findings to management independently of the delivery team.