Service Excellence Executive

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

Job summary

A leading customer service organization in Dubai is seeking a Service Excellence Executive to manage and resolve customer complaints effectively. The ideal candidate will have at least 2 years of experience in customer service, communication skills, and the ability to handle difficult conversations. This role ensures a positive customer experience and collaborates across various departments to improve service delivery.

Benefits

24 working days annual leave

Annual flight home

Life insurance plan

Medical insurance plan

Bonus scheme

Exclusive discounts

Qualifications

• Minimum 2 years of experience in complaint handling or customer service.
• Full English proficiency required; additional languages are a plus.
• Strong communication skills with the ability to manage difficult conversations.

Responsibilities

• Receive and respond to complaints on behalf of the department.
• Ensure accurate recording and tracking of all complaints.
• Communicate effectively with customers to meet their expectations.

Skills

Communication skills

Problem-solving

Customer service

Computer literacy

Education

Bachelor’s degree preferred

Tools

MS Excel

CRM software

Job description

Service Excellence Executive

The Service Excellence Executive plays a vital role within the organization, providing a key point of contact for complainants and stakeholders. The candidate will develop good working relationships with complainants, providing them with clear support and guidance as needed, facilitate handling of their complaint to ensure that, using information provided by the division following investigation, their questions and concerns are adequately addressed and resolved. The Service Excellence Executive will be expected to investigate, recommend action, and respond to complaints, ensuring the highest possible standard of service is provided.

Key Responsibilities

• Receiving, addressing, and responding to complaints on behalf of the Quality & Service Excellence Department.
• Ensuring accurate recording, tracking, monitoring, statutory reporting, and analysis of all complaints made to the Complaints and Feedback Team across all stages and procedures.
• Regularly and effectively communicate with customers to ensure expectations are met.
• Using initiative and discretion in day‑to‑day work as they may deal with sensitive or confidential issues such as alleged negligence and speaking with complainants who may be angry or upset.
• Communicating respectfully and empathetically with complainants and service within agreed timescales.
• Responsible for a caseload of complaints, from initial contact to liaising with and advising officers and senior managers who are responsible for providing investigation reports and complaints with responses.
• Monitoring the number of follow‑up complaints received in relation to caseload.
• Ensuring complaints are investigated thoroughly within a timely fashion.
• Working as a team with all the departments involved to ensure efficient handling of complaints.
• Helping to maintain the complaints & feedback management system and flag any changes that may be required to improve service delivery.
• Assisting the Head of Service Excellence in liaising with Clients & Partners regarding complaints brought against IFZA and ensuring that our services respond to their requests in a timely manner.
• Supporting and assisting the Head of Service Excellence in overseeing the effective development and implementation of complaints procedures across the organization.
• Improving the delivery of a customer‑focused approach and service quality standards.
• Ensuring that every customer receives a positive customer experience throughout the customer journey.
• Always carrying out duties within the parameters of IFZA procedures and Service Excellence policies.
• Performing other job‑related duties as assigned by Management.

Qualifications

• Bachelor’s degree preferred.
• Minimum 2 years of experience in complaint handling or customer service.
• Full English proficiency is required; additional languages are a plus.
• Strong communication skills with the ability to de‑escalate and manage difficult conversations.
• Advanced computer literacy, including MS Excel, Outlook, and CRM software.
• Exposure to problem‑solving methodologies (Lean, Six Sigma, Kaizen) is an advantage.
• Strong organizational and interpersonal skills with the ability to collaborate across teams.
• This position requires working in an office setting with standard office equipment.
• This position may occasionally require meeting customers face‑to‑face or attending company events.

Benefits

• 24 working days as annual leave.
• Annual flight home.
• Life insurance plan.
• Medical insurance plan (with the option to upgrade at your own cost).
• Bonus scheme (in relevant departments).
• Access to exclusive Fazaa discounts (applicable in participating retail stores, food beverage outlets, fitness clubs, cinemas, theme parks, clinics, and more).