Customer Excellence Specialist
Ziina · Dubai
On-site · DubaiFull TimeMid Level, SeniorCustomer Service
No salary statedPosted 5 hours ago5h agoApply link checked 1 hour ago
Why we think you can apply
- Employer country
- United Arab Emirates · Dubai
- Hiring model
- UAE-based role · the employer hires in the UAE
- Work from
- Dubai · on-site
- Time-zone overlap
- Gulf Standard Time · none needed
Posted 5 hours ago · apply link checked 1 hour ago
About the role
Responsibilities
- Respond to customer inquiries promptly via chat, WhatsApp, and email
- Monitor and achieve customer experience KPIs such as SLAs and CSAT
- Review and improve support processes to reduce wait times and boost efficiency
- Maintain and update a knowledge base for accurate, fast responses
- Evaluate ticket quality to ensure high internal standards
- Analyze CX metrics and use insights for process improvements
- Collaborate with cross-functional teams to ensure CX has necessary tools and resources
- Develop and upskill CX agents through coaching, feedback, and structured growth plans
- Oversee day-to-day team operations including scheduling and workload allocation
Requirements
- 4+ years of experience leading or mentoring a customer support team
- Ability to coach, train, and provide constructive feedback to build team skills
- Experience planning and managing team schedules to meet service-level targets
- Ability to identify recurring customer issues and implement proactive solutions
- Strong communication skills with customers and internal stakeholders
- Ability to make data-driven decisions to improve processes
Preferred Qualifications
- Fluency in written and spoken Arabic
- Proven track record of delivering measurable gains in CSAT and resolution time
- Ability to transform customer insights into impactful product enhancements
What we look for
- 4+ years experience leading or mentoring customer support teams
- Experience coaching and training support agents
- Ability to manage team schedules and service-level targets
- Data-driven decision making for process improvement
- Strong communication skills
Customer ExperienceCSATSLAOperations
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ZiinaDubai
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