Customer Care Officer – HNI Escalations & Service Excellence

Sharaf DG; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading electronics retailer in Dubai is seeking an experienced Customer Service Executive to address high-priority complaints and manage escalations, particularly from high-net-worth customers. The role involves ensuring prompt resolution of issues, maintaining customer satisfaction, and enhancing the company's reputation for excellent service. Ideal candidates should possess strong communication and problem-solving skills, with 3–5 years of experience in customer service and a suitable educational background.

Qualifications

• 3–5 years of experience in customer service, preferably in electronics retail or ecommerce.
• Experience handling escalations and interacting with high-net-worth customers.
• Fluency in English is essential; additional languages are a plus.

Responsibilities

• Serve as a dedicated point of contact for high-priority customer escalations.
• Investigate and resolve customer complaints swiftly and effectively.
• Maintain a database of high-net-worth customers and ensure their needs are prioritized.

Skills

Problem-solving

Conflict resolution

Verbal communication

Written communication

Emotional intelligence

Data management

Customer service platform proficiency

Education

Bachelor's degree in Business Administration or related field

Tools

Microsoft Excel

Zendesk

Salesforce

Job description

Job Summary & Purpose:
To serve as the dedicated point of contact for handling high-priority customer complaints and escalations, especially from high-value (HNI) customers, across all communication channels. The role requires prompt, empathetic, and solution-oriented engagement to enhance customer satisfaction, retain key customers, and uphold the company’s reputation for service excellence.

Key Performance Areas (KPAs) & Principal Accountabilities:

1 Resolution of Customer Escalations (Including Store, Online, and Service Complaints)
• Act as the primary point of contact for resolving customer complaints and escalations that have been referred from frontline staff, social media, service centers, or management.
• Liaise with various internal departments including Retail Operations, Service & Repairs, Logistics, IT, and Finance to ensure quick resolution of issues.
• Investigate cases involving delayed deliveries, faulty products, service failures, pricing errors, and warranty disputes; ensure resolutions are aligned with company policy yet customer centric.
• Take ownership of cases end-to-end until full closure and customer satisfaction is achieved.
• Maintain a calm, professional, and empathetic approach in handling irate or dissatisfied customers.

2 Handling High-Value / High Net-Worth (HNI) Customers
• Act as a single point of contact for HNI customers across all interaction channels including in-store, ecommerce, call centre, email, WhatsApp, and social media.
• Ensure HNI customer concerns are prioritized, tracked, and resolved with urgency, ensuring minimal hand-offs and maximum personalization.
• Coordinate with the Sales, CS or any other required team to ensure any high-ticket sale or service issue is proactively addressed.
• Arrange for callbacks, onsite visits, expedited repair/replacement services or personal follow-ups wherever applicable.

3 HNI Customer Database Maintenance & Engagement
• Create and regularly update a structured database of HNI customers including details such as purchase history, preferences, frequency of complaints, satisfaction levels, and communication preferences.
• Classify customers into tiers (Gold, Platinum, etc.) based on value contribution, frequency of purchases, and brand engagement.
• Use data insights to pre-empt service lapses and offer proactive assistance or exclusive service privileges.
• Work with the CRM/IT team to integrate HNI data into System, SAP, or other internal customer service platforms to enable cross-functional visibility and superior engagement.

4 Cross-Channel Complaint Management
• Monitor and respond to complaints lodged through all channels including in-store kiosks, call centres, online chat, Google reviews, Trustpilot, Facebook, Instagram, Twitter/X, and WhatsApp Business.
• Ensure a unified and timely resolution approach irrespective of the source of complaint.
• Track complaints where multiple departments are involved, ensuring clear communication and timely updates to the customer.
• Minimize repeated complaints through strong case follow-up and resolution quality checks.

5 Service Recovery & Retention
• Lead the service recovery process for customers who have experienced service failures or product issues, ensuring they are compensated appropriately (refunds, replacements, vouchers, etc.) as per company policy.
• Identify patterns and root causes from repeated complaints or escalations and share actionable insights with leadership.
• Recommend process improvements or policy changes to reduce escalation volume and enhance service experience.
• Follow up with recovered customers to ensure their satisfaction and loyalty is restored.

6 Documentation, Reporting & Analysis
• Maintain comprehensive documentation for each escalation case including communication logs, actions taken, and final outcomes.
• Prepare daily, weekly, and monthly reports on escalation trends, resolution TAT, and customer satisfaction scores.
• Analyses complaint types by category (product, delivery, service, etc.), store, region, and team, and highlight systemic issues for management attention.
• Support internal audits and management reviews by sharing detailed case files and closure summaries when required.

7 Internal Stakeholder Coordination
• Work closely with Store Managers, Ecommerce Fulfillment Team, Service Technicians, Contact Center Agents, and Backend Teams to ensure seamless complaint resolution.
• Build strong relationships with key support departments and vendors to fast-track escalated issue handling.
• Join periodic review meetings with the Quality, Logistics, and Product Teams to share customer feedback and suggest improvements.

8Compliance & Policy Adherence
• Ensure all customer resolutions adhere to the UAE consumer protection laws and internal company policies.
• Maintain high levels of data privacy and customer confidentiality in handling complaints.
• Act as a brand ambassador for the company, maintaining professionalism, empathy, and consistency in all customer interactions.



Requirements

Qualitative Requirements
Experience(Years & Field) • 3–5 years of experience in customer service, preferably in electronics retail, ecommerce, or a service-driven industry.
• Proven experience in handling escalations and direct interaction with high-net-worth or VIP customers is highly desirable.
• Fluency in English is essential; additional languages (e.g., Arabic, Hindi) are a plus
• Strong proficiency in Microsoft Excel and report generation, including data analysis, formatting, and presentation of insights.
Educational Qualification • Bachelor’s degree in business administration, Customer Service, Marketing, Communications, or any related field.

Professional Certifications (Preferred but Not Mandatory) • Certified Customer Service Professional (CCSP) – International Customer Service Association (ICSA)
• Customer Experience (CX) Certification – CX Academy / CXPA
• Complaint Handling & Service Recovery Certification – Udemy / Coursera / Alison
• Certified Contact Center Professional (CCCP) – CCA Global / ICMI
• CRM System Training (e.g., Salesforce, SAP, Zendesk) – Vendor-specific certifications for system proficiency
• Emotional Intelligence (EI) for Customer Service Professionals – Institute for Health & Human Potential / Coursera
• UAE Consumer Protection Law Awareness (Recommended for roles handling disputes and refunds)

Skills & Abilities • Strong problem-solving and conflict resolution skills
• Excellent verbal and written communication skills
• High emotional intelligence and empathy
• Experience in managing VIP/HNI customers
• Proficiency in customer service platforms (e.g., Zendesk, Salesforce, Freshdesk)
• Data management and reporting skills (Excel, CRM systems)
• Ability to multitask and work under pressure
• Customer-centric mindset with a focus on service recovery