Customer Excellence Specialist

Apparel Group - UAE; United Arab Emirates; On-site; AED 42,000 - 66,000; Full time

Benefits offered by this job

Competitive salary

Company employee discounts across all

Medical & health insurance

Collaborative work environment

Good vibes work culture

Job summary

Apparel Group - UAE is seeking a Customer Excellence Specialist to ensure outstanding experiences across online, offline, and social channels. You will manage and resolve complaints, handle escalations within SLAs, and nurture relationships with customers through clear, empathetic communication.

You will support marketing by engaging VIP customers, coordinating with Operations, E-commerce, and stores, and contributing to process improvements.

Qualifications

• Experience in handling multi-channel customer service.
• Proven ability to resolve complaints within SLA.
• Experience with CRM tools and data‑driven reporting.
• Excellent written and spoken communication.
• Ability to work multi-task and coordinate with teams.

Responsibilities

• Manage customer inquiries via email, chat, calls, and social media.
• Resolve complaints and escalate issues per SLA.
• Follow up to confirm issue resolution and satisfaction.
• Collaborate with Operations, E‑commerce, and Stores.
• Prepare weekly/monthly reports on complaints and trends.

Skills

Communication skills

Problem solving

English and Arabic fluency

Customer empathy

CRM experience (Salesforce)

Education

High school diploma or equivalent

Tools

Salesforce

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.