Customer Service Specialist (Arabic Speaker)

About the Role

Join a rapidly expanding Business Setup and Tax Advisory firm in Dubai as a Customer Happiness Officer fluent in Arabic. This full-time position requires dedication to providing outstanding customer experiences across all interactions, emphasizing quality service, proactive feedback collection, efficient complaint resolution, and detailed reporting to management.

Key Responsibilities

• Reach out to customers at specific service milestones to gather structured satisfaction feedback post-document collection, draft delivery, and final outcome communication.
• Document each feedback interaction in the CRM with satisfaction ratings, exact customer comments, and flags for necessary follow-up actions.
• Maintain and report on a daily and weekly Happiness Index to highlight trends, movements, and any areas requiring management attention.
• Register every customer complaint with full details including customer name, case reference, nature, and severity.
• Collaborate internally to verify facts and agree on actionable resolutions; communicate resolutions to customers within 24 working hours in their preferred language, ensuring respect and clarity.
• Escalate any unresolved or sensitive complaints to management promptly before external issues arise.
• Interpret and explain reasons why final outcomes might differ from customer expectations and ensure consistent, accurate communication by liaising with relevant teams.
• Review daily recordings of customer calls involving various team members and assess them against a quality assurance scorecard covering professionalism, tone, courtesy, clarity, accuracy, script adherence, confidentiality, and language use.
• Report any inappropriate behavior or misinformation with detailed references and timestamps.
• Prepare daily QA summaries and weekly trend analyses, identifying recurrent issues, coaching opportunities, and performance concerns, and report these findings independently to management.

Qualifications and Experience

• Bachelor’s degree or diploma in Business Administration, Communications, or a closely related discipline is preferred.
• At least 2 to 4 years of experience in Customer Service, Customer Happiness roles, call centres, or Quality Assurance, ideally within the UAE.
• Solid understanding of customer service benchmarks and quality assurance monitoring procedures.

Skills and Competencies

• Exceptional telephone etiquette demonstrating empathy, patience, and emotional regulation.
• Strong organizational abilities, efficient time management, and capability to handle multiple tasks simultaneously.
• Proficiency with Microsoft Excel, Word, and Outlook.
• Meticulous attention to detail, objective evaluation, accuracy, and safeguarding confidentiality.
• Effective communication and interpersonal aptitude with a professional demeanor.
• Fluent verbal and written command of both Arabic and English languages.

Benefits

• Employment visa provision.
• Comprehensive medical insurance coverage.
• Annual airfare ticket included.
• Paid annual leave.
• End-of-service gratuity benefits as per UAE labor laws.
• Additional entitlements aligned with UAE labor regulations.
• Promising career advancement and professional development prospects.

Additional Details

Immediate availability to join is highly favored. This role offers a unique opportunity to contribute passionate customer service skills to a dynamic and growing team in Dubai, focusing on delivering excellence and maintaining the highest standards of service.