Customer Excellence Specialist

R&B Fashion; Dubai; On-site; AED 45,000 - 89,000; Full time

Benefits offered by this job

Full-time role

Competitive salary

Employee discounts across all brands

Medical & health insurance

Collaborative work environment

Positive work culture

Job summary

R&B Fashion is seeking a Customer Excellence Specialist in Dubai to manage customer inquiries across online, offline, and social channels. You will resolve complaints, handle escalations, and maintain strong relationships while supporting VIP communications and event-related activities.

You will collaborate with Operations, E-commerce, and Store teams to identify improvements, ensure SLA adherence, and contribute to campaigns that enhance the customer experience.

Qualifications

• High school diploma or equivalent required; higher education a plus.
• Arabic language proficiency is mandatory.
• Experience in customer service or client support preferred.

Responsibilities

• Handle customer inquiries via email, live chat, calls, and social media.
• Manage escalations and resolve issues within SLA.
• Maintain detailed records of interactions and resolutions.
• Collaborate with Operations, E-commerce, and Stores teams to resolve issues.
• Prepare weekly and monthly reports on complaints and trends.

Skills

Strong communication

Problem solving

Arabic language skills

English proficiency

CRM systems

Education

High school diploma

Customer service certifications (nice to have)

Tools

Salesforce

CRM software

Job description

Job Description:

Overview:

The Customer Excellence Specialist plays a key role in ensuring an exceptional customer experience across all touchpoints — online, offline, and social media. This role is responsible for managing and resolving customer complaints, handling escalations within defined SLAs, and maintaining positive customer relationships through professional communication. The specialist will also support marketing initiatives by engaging VIP customers and contributing to event-related communication.

Key Responsibilities:

• Customer Relations & Support
• Handle customer complaints received via email, live chat, calls, and social media platforms.
• Manage escalations and ensure resolution within the agreed Service Level Agreement (SLA).
• Provide accurate information and empathetic responses to ensure customer satisfaction and retention.
• Follow up proactively with customers to confirm issue resolution and satisfaction.
• Cross-Functional Collaboration
• Coordinate with the Operations, E-commerce, and Store teams to investigate and resolve service issues efficiently.
• Escalate recurring or complex issues to management and suggest process improvements.
• Collaborate with internal departments to ensure customer feedback leads to actionable improvements.
• Reporting & Analysis
• Maintain detailed records of customer interactions and resolutions.
• Prepare and update weekly and monthly reports on complaints, trends, and SLAs.
• Highlight recurring issues or potential risks impacting customer experience.
• Marketing & Customer Engagement
• Support marketing campaigns focused on customer experience.
• Contact VIP customers for exclusive invitations to events, launches, and activations via WhatsApp, email, and phone.
• Quality & Process Excellence
• Ensure all communication aligns with the brand’s tone and service standards.
• Contribute to improving customer service processes and internal documentation.
• Participate in team training and knowledge-sharing sessions to enhance service delivery.

Key Skills & Competencies:

• Strong communication and problem-solving skills.
• Excellent written and spoken English; Arabic is a must.
• Customer-oriented mindset with high empathy and professionalism.
• Proficiency in CRM systems and customer service tools (Salesforce preferred).
• Strong coordination and multitasking abilities.
• Good understanding of marketing and customer engagement strategies.

Required Qualifications:

• High school diploma or equivalent; higher education or certifications in customer service or related fields are a plus.
• Knowing Arabic ismandatory.
• Proven customer support experience or experience as a client service representative.
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems and practices.
• Excellent communication and presentation skills.
• Ability to multitask, prioritize, and manage time effectively.
• Empathy and a customer-oriented attitude.
• Ability to work in a team andmaintainprofessionalism under pressure.

Benefits:

• Full-time role
• Competitive salary
• Company employee discounts across all brands
• Medical & health insurance
• Collaborative work environment
• Good vibes work culture.