Customer Relations Executive

About the role

ESM is looking for a friendly, responsive and customer-focused Customer Relations Executive to join its team in Dubai, UAE. The role acts as the professional point of contact for parents about ESM's after-school activities and holiday camps across UAE school venues, managing enquiries from initial contact through to booking and participation.

Key responsibilities

• Respond to parent enquiries promptly and professionally by email, WhatsApp and Trengo, giving clear, accurate and consistent information
• Support bookings and customer administration, including transfers, cancellations, changes, account adjustments, credits and refunds
• Identify enquiries needing follow-up with Relationship Managers, Finance, Operations or other teams and track them to resolution
• Keep parents informed on activities and camps, and feed back common questions and complaints to help improve FAQs and the parent journey
• Contribute to the wider Operations team's customer service standards and culture

Required profile

• 2-3 years' experience in customer service, customer relations, parent relations, administration or a similar role
• Experience handling many enquiries across several communication channels
• Experience with parents, families, schools or education services in the UAE is advantageous
• Customer service, contact centre or communication-related qualification is advantageous; strong written and spoken English is essential

Required skills

• Managing enquiries via email, WhatsApp and Trengo or similar platforms
• Strong Microsoft Office skills, especially Outlook, Excel and Teams
• Understanding of after-school activities, extracurricular programmes and/or holiday camps is advantageous
• Solutions-focused, reliable and able to work to response-time expectations

What we offer

• A competitive salary package
• Annual flight allowance
• Private medical insurance
• End of service benefit
• Access to lifestyle discounts