Escalation Specialist

Battmobile; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading automotive service provider in Dubai is looking for a skilled professional to manage customer disputes and escalations. The role involves coordinating with internal teams to resolve issues and ensuring customer satisfaction. Candidates should possess strong communication skills and a problem-solving mindset, with a background in customer service or operations. Benefits include company visa, paid leave, and medical insurance.

Benefits

Company Visa

Paid Leave & Annual Airfare

Medical Insurance

Responsibilities

• Serve as the primary point of contact for escalated customer concerns.
• Conduct investigations to determine root causes of complaints.
• Coordinate with teams including Customer Service and Technicians.
• Follow up with customers to ensure satisfaction.
• Share feedback with departments to support service improvement.
• Identify operational issues and recommend long-term solutions.
• Manage escalations related to negative Google reviews.

Skills

Strong communication and interpersonal skills

Excellent problem-solving and analytical abilities

Customer-centric approach

Experience in escalations, customer service, or operations

Job description

Key Responsibilities

• Dispute & Escalation Management
  • Serve as the primary point of contact for escalated customer concerns related to battery and other automotive services.
  • Conduct thorough investigations to determine the root causes of complaints.
  • Coordinate with internal teams including Customer Service, Technicians, and Product to resolve issues efficiently.
  • Follow up with customers to ensure complete resolution and satisfaction.
• Cross-Department Collaboration
  • Share feedback with relevant departments to support continuous service improvement.
  • Identify recurring operational issues and recommend effective long-term solutions.
• Negative Google Review Handling
  • Manage escalations related to negative Google reviews and ensure appropriate responses and resolutions.

Qualifications

• Strong communication and interpersonal skills
• Excellent problem‑solving and analytical abilities
• A customer‑centric approach
• Previous experience in escalations, customer service, or operations

Benefits

• Company Visa
• Paid Leave & Annual Airfare
• Medical Insurance