Customer Happiness Officer (Arabic Speaker)

About the role

We are seeking an Arabic‑speaking Customer Happiness Officer to join our fast‑growing Business Setup & Tax Advisory firm in Dubai. The role is focused on delivering a seamless customer experience, gathering feedback, handling complaints, and ensuring high‑quality interactions across all service touch‑points.

Key responsibilities

• Contact customers at defined milestones (document collection, draft delivery, final outcome) to record structured satisfaction feedback in the CRM.
• Maintain and report a daily/weekly Happiness Index, highlighting trends and areas of concern.
• Log and manage complaints, coordinate with internal teams, and communicate resolutions within 24 working hours in the customer’s preferred language.
• Explain outcome variances clearly and coordinate with responsible teams for additional clarification.
• Review daily call recordings, assess them against a QA scorecard (tone, professionalism, accuracy, language handling, script adherence, confidentiality) and report any breaches.
• Prepare daily QA summaries and weekly trend reports for management, identifying coaching opportunities and performance issues.

Required profile

• Bachelor’s degree or Diploma in Business Administration, Communications or a related field (preferred).
• 2–4 years of experience in customer service, call centre, customer happiness or quality assurance, preferably in a professional services environment.
• Fluent Arabic (spoken and written) and strong English communication skills.
• Excellent attention to detail, empathy and the ability to handle sensitive situations with discretion.

Required skills

• Proficiency with CRM systems for logging feedback and complaints.
• Experience conducting call‑recording reviews and applying quality‑assurance scorecards.
• Ability to generate clear reports and present findings to management.

What we offer

• Competitive salary of AED 4,000‑5,000 per month, based on experience.
• Full‑time permanent position in a dynamic, growth‑focused company.
• Opportunities for professional development and career progression.