Customer Excellence Specialist

About the role

We are hiring a Customer Excellence Specialist in Dubai to combine hands‑on customer recovery with experience reporting and insight generation. The role owns the end‑to‑end follow‑up of complaints and turns feedback into actionable improvements for store and operational teams.

Key responsibilities

• Respond to every customer complaint received through the company’s feedback channels and resolve issues by phone.
• Own weekly NPS, CSAT and CES reporting across GCC markets.
• Translate detractor comments and experience trends into clear actions that stores can implement within the same week.
• Engage with VIP and high‑value customers, providing personalized communication.
• Support marketing campaigns, customer engagement initiatives and events through communication and coordination.
• Partner with Customer Service, Marketing, Retail, CRM and Operations teams to close gaps and improve the overall experience.

Required profile

• 2‑4 years of experience in customer experience, retail analytics or a related field.
• Fluent Arabic (mandatory) and strong English communication skills.
• Proficient in Excel with confidence handling customer metrics, trends and recurring reports.
• Demonstrated ability to turn feedback and data into practical, timely actions.
• Comfort working cross‑functionally with service, retail, marketing and operations stakeholders.

Required skills

• Excel
• Retail analytics