Customer Experience Specialist – Shoe Care (English)

Washmen; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Washmen is seeking a Customer Service representative (English-speaking) in Dubai to handle inquiries via email, chat, and phone. You will explain services, guide clients through options, and resolve issues with empathy to ensure a superb customer experience.

You’ll need 2–4 years in customer service, a Bachelor’s degree, strong communication, and the ability to multitask in a fast-paced environment. Sales experience is a plus. Immediate joiners preferred.

Qualifications

• 2–4 years of customer experience, preferably in a call-centre environment.
• Bachelor’s degree is required.
• Previous experience in customer service or client-facing roles (retail or service industry preferred).
• Strong written and verbal communication with an empathetic, professional demeanor.
• Excellent organizational skills and ability to multitask in a fast-paced environment.
• Ability to resolve conflicts and handle complaints effectively.
• Sales experience (upselling/cross-selling) is a plus.
• Ability to collaborate with cross-functional teams, especially operations.
• Knowledge of shoe care or restoration is a plus but not required.
• Experience with CRM systems or customer service tools is an advantage.
• A positive, can-do attitude and passion for delivering exceptional customer service.

Responsibilities

• Respond to client inquiries via email, live chat, and phone regarding services, pricing, and general shoe care information.
• Provide timely, accurate, and friendly communication across all channels.
• Clearly explain Washmen Shoe Care services and related offerings.
• Guide clients through service options, ensuring they fully understand the process and recommendations.
• Handle client complaints with patience, professionalism, and empathy.
• Offer effective solutions that maintain client satisfaction and trust.
• Prioritize client needs and ensure expectations are met or exceeded.
• Demonstrate understanding, patience, and a client-first mindset in every interaction.
• Upsell and cross-sell shoe care services through assessment calls or messages.
• Provide strong, confident recommendations based on client needs.
• Conduct discovery conversations using open-ended questions and recap techniques to understand client preferences.
• Clearly communicate DISCLAIMERS, service limitations, and realistic outcomes.
• Ensure transparency to prevent misunderstandings and build trust.
• Maintain accurate records of client communications, requests, and instructions.
• Assist in organizing customer service documentation and promotional materials for internal use.
• Coordinate closely with the operations team to ensure timely pickups, drop-offs, and service completion.
• Communicate client requests clearly to ensure smooth service delivery.
• Aim for high satisfaction in every interaction and proactively address concerns.
• Seek feedback to improve processes and support continuous improvement.
• Stay updated on new services, trends, and techniques to provide accurate, up-to-date guidance.

Skills

Customer service experience

Communication skills

Organizational skills

Conflict resolution

Education

Bachelor's degree

Tools

CRM systems

Job description

Washmen is seeking a Customer Service representative (English-speaking) in Dubai to handle inquiries via email, chat, and phone. You will explain services, guide clients through options, and resolve issues with empathy to ensure a superb customer experience.

You’ll need 2–4 years in customer service, a Bachelor’s degree, strong communication, and the ability to multitask in a fast-paced environment. Sales experience is a plus. Immediate joiners preferred.