Escalations Specialist – Arabic Speakers

Role Overview

This outsourced position is for an Escalations Specialist who will manage complex customer complaints and high-priority cases for a Dubai-based operation. The assignment runs for 6 months and offers a salary of AED 5,500 per month.

Work Location

Dubai, United Arab Emirates.

Experience Requirement

Candidates with 3 to 4 years of prior experience handling escalation calls are strongly preferred, especially those from retail, luxury retail, fashion, lifestyle, e-commerce, or premium customer service environments.

Key Responsibilities

• Serve as the main contact for complicated customer complaints and escalations that come in via phone, email, chat, and social media.
• Research each issue in depth and work with internal stakeholders to ensure resolutions are delivered quickly and effectively.
• Deliver customer support that is professional, empathetic, and focused on practical solutions.
• Manage sensitive and urgent cases with sound judgment and confidentiality.
• Coordinate with teams such as Operations, Logistics, Warehouse, Payments, and Customer Experience to close issues efficiently.
• Keep every escalation properly logged and track each case through to final resolution.
• Work in line with agreed SLAs and the required quality benchmarks for escalation handling.
• Spot repeating customer issues and recommend ways to improve processes.
• Maintain thorough records and compile reports on escalation patterns and customer feedback.
• Assist the Customer Experience team in strengthening customer satisfaction and loyalty.

Additional Details

This role is a 6-month contract hire through an outsourced arrangement. Arabic speakers are required. The compensation provided is AED 5,500.

Closing Note

Regards, Recruitment Team.