Customer Excellence Specialist

AIVI; Dubai; On-site; AED 90,000 - 180,000; Full time

Job summary

AIVI in Dubai is seeking a Customer Excellence Specialist to drive customer recovery and deliver insights across GCC. You will own follow-up and translate feedback into actions for store teams and social channels.

The ideal candidate has 2-4 years in CX or retail analytics, fluent Arabic, strong Excel skills, and proven ability to turn customer feedback into timely improvements while collaborating with CS, Marketing, Retail and Operations.

Qualifications

• 2-4 years of experience in Customer Experience, retail analytics, customer service, or closely related field.
• Arabic language is mandatory.
• Strong Excel capability for customer metrics and trends.
• Strong customer communication and service-recovery skills, including handling dissatisfied customers by phone.
• Ability to turn customer feedback into practical, timely actions for store and operational teams.

Responsibilities

• Respond to every customer complaint via feedback channels.
• Call back unhappy customers, understand the issue, and resolve with a clear action plan.
• Own weekly NPS, CSAT, and CES reporting across GCC markets.
• Turn feedback into actionable tasks for store teams within the same week.
• Support consistent customer experience across stores and social media touchpoints.
• Engage VIP and high-value customers with personalized communication.
• Support marketing campaigns, customer engagement initiatives, and events.
• Monitor feedback to identify service gaps and improvement opportunities.
• Partner with Customer Service, Marketing, Retail, CRM, and Operations teams to resolve concerns and improve CX.
• Track CX KPIs and feedback trends to drive continuous improvement.

Skills

Arabic language

Excel

Customer communication

Service recovery

Job description

About the Company

AIVI is an omnichannel fashion & lifestyle destination that offers 1400+ fashion & beauty brands in the UAE, KSA, Kuwait, Oman, Bahrain & Qatar. Customers can shop the latest on-trend outfits, shoes, bags, beauty essentials and accessories from international brands such as Tommy Hilfiger, Calvin Klein, Hugo, Marks & Spencer's, Dune London, Charles & Keith, Aldo, Crocs, Birkenstock, Skechers, Levi’s, Nike, Adidas, Loreal, and Inglot amongst many more.

Role Overview

We are hiring a Customer Excellence Specialist in Dubai to combine hands-on customer recovery with customer experience reporting and insight generation. This is not a reporting job with a service add-on - it is both. The role owns customer follow-up and turns feedback into actions teams can implement quickly.

Key Responsibilities

• Respond to every customer complaint received through the company's feedback channels.
• Call back unhappy customers, understand the issue, and close the loop with a clear and appropriate resolution.
• Own the weekly NPS, CSAT, and CES reporting across GCC markets.
• Turn customer feedback, detractor comments, complaints, and experience trends into clear actions that store teams can implement within the same week.
• Support a consistent and exceptional customer experience across stores and social media touchpoints.
• Engage with VIP and high-value customers, ensuring personalized communication and a strong customer-first experience.
• Support marketing campaigns, customer engagement initiatives, and events, including customer communication and coordination.
• Monitor feedback to identify service gaps, recurring issues, and improvement opportunities across touchpoints.
• Partner with Customer Service, Marketing, Retail, CRM, and Operations teams to resolve concerns and improve the overall experience.
• Support Customer First initiatives and service excellence standards, and track CX KPIs and feedback trends to drive continuous improvement.

Experience:

• 2-4 years of experience in Customer Experience, retail analytics, customer service, or a closely related field.
• Arabic is mandatory.
• Strong Excel capability, with confidence working with customer metrics, trends, and recurring reports.
• Strong customer communication and service-recovery skills, including confidence handling dissatisfied customers by phone.
• Ability to turn customer feedback and data into practical, timely actions for store and operational teams.
• Comfort working cross-functionally with Customer Service, Retail, Marketing, CRM, and Operations stakeholders.
• A customer-first mindset, strong ownership, attention to detail, and a bias toward resolution rather than simply logging issues.