Customer Experience Specialist

About the role

The Customer Experience Specialist will lead the enhancement of our client’s customer service experience in the UAE district‑cooling sector. Using feedback mechanisms, you will turn insights into actionable improvements that align with strategic goals.

Key responsibilities

• Design and implement measurable processes to collect customer feedback and data.
• Prepare in‑depth analyses and reports on CSAT scores and share regular updates with the service team.
• Conduct 1‑to‑1 coaching sessions, motivate staff and drive service‑quality improvements.
• Manage a front‑desk or merged call‑centre/digital team and oversee concession‑area operations, including MIMO processes and stage‑2 escalations.
• Lead initiatives to improve the overall customer journey and increase outreach.
• Develop and maintain strong relationships with customers and internal departments to resolve issues and promote satisfaction.

Required profile

• Proven experience managing customer service teams.
• Ability to conduct regular 1‑to‑1 coaching and performance reviews.
• Strong analytical skills for preparing feedback reports and CSAT analysis.
• Familiarity with handling escalations and concession‑area responsibilities.

Required skills

What we offer

• Opportunity to shape customer experience strategy for a leading regional service provider.
• Collaborative environment with cross‑functional teams.
• Professional growth in a fast‑expanding market.