Senior Administrator, Customer Service (National Talent)

Dubai Department of Economy and Tourism; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading government department in Dubai seeks an Administrator of Customer Happiness to aid in customer service operations. The role involves managing inquiries, tracking customer feedback, and supporting service adherence in a collaborative environment. Ideal candidates will have a diploma and experience in customer-facing roles.

Qualifications

• Graduated high school or obtained a diploma in a related field.
• Minimum 2 years experience in customer service or administrative support.

Responsibilities

• Respond to customer inquiries and maintain service quality.
• Enter customer requests, feedback, and service ratings into the system.
• Assist in scheduling appointments for unresolved issues.

Skills

Customer service

Communication

Data entry

Education

High school diploma

Diploma in Business Administration

Job description

JOB OBJECTIVE:

The Administrator of Customer Happiness is responsible for assisting with daily customer service tasks by responding to simple service inquiries, entering customer requests into the system, following up on cases when needed, and helping with basic data and feedback collection. The role helps ensure smooth and accurate handling of customer requests and supports the team in maintaining service quality.

KEY ACCOUNTABILITIES:

Core Functional Responsibilities & Subject Matter Expertise

• Respond to general inquiries related to services, procedures, and required documents, referring cases to appropriate teams as needed.
• Handle phone calls in a courteous and professional manner, directing callers to the appropriate individuals or providing them with relevant information as needed. Relay messages accurately and promptly.
• Assist and encourage customers in completing feedback forms and service satisfaction surveys to aid in departmental performance assessments.
• Register new service requests or complaints in the internal system, ensuring all required customer information is accurately recorded.
• Assist in scheduling appointments or follow-up meetings for unresolved or escalated issues.
• Enter customer feedback, service ratings, and complaints into designated logs or digital systems.
• Conduct basic follow-up calls or emails to confirm service delivery or satisfaction for completed requests.
• Send standard notifications or reminders to customers regarding pending documentation or next steps.
• Record any additional feedback or concerns during follow-ups for team review.
• Track frequently asked questions or repeated issues and share observations with the Customer Service Officer.
• Maintain clear and consistent communication with team members and other departments to ensure effective information flow on customer interactions and issue resolutions.
• Support the preparation of periodic reports that highlight key customer service metrics and summarize feedback trends to assist management in decision-making.

Qualifications & Experience:

• High school graduate or Diploma in Business Administration, Customer Relations, or a related field.
• A minimum of 2 years of experience in customer service, Call Center, or Administrative Support roles.
• Experience in handling customers in a service environment is preferred but not mandatory.
• Comfortable interacting with the public and working in a team-based setting.