Customer Experience & Recovery 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

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.