Customer Excellence Specialist

Job description / Role

Job Type
Full Time

Job Location
Dubai, UAE

Nationality
Any Nationality

Salary
Not Specified

Gender
Not Specified

Arabic Fluency
Not Specified

Job Function
Customer Service

Company Industry

Retail

Overview:

The Customer Excellence Specialist plays a key role in ensuring an exceptional customer experience across all touchpoints - online, offline, and social media. This role is responsible for managing and resolving customer complaints, handling escalations within defined SLAs, and maintaining positive customer relationships through professional communication. The specialist will also support marketing initiatives by engaging VIP customers and contributing to event-related communication.

Key responsibilities:

• Customer relations & support
  Handle customer complaints received via email, live chat, calls, and social media platforms.
  Manage escalations and ensure resolution within the agreed Service Level Agreement (SLA).
  Provide accurate information and empathetic responses to ensure customer satisfaction and retention.
  Follow up proactively with customers to confirm issue resolution and satisfaction.
• Cross-functional collaboration
  Coordinate with the operations, e-commerce, and store teams to investigate and resolve service issues efficiently.
  Escalate recurring or complex issues to management and suggest process improvements.
  Collaborate with internal departments to ensure customer feedback leads to actionable improvements.
• Reporting & analysis
  Maintain detailed records of customer interactions and resolutions.
  Prepare and update weekly and monthly reports on complaints, trends, and SLAs.
  Highlight recurring issues or potential risks impacting customer experience.
• Marketing & customer engagement
  Support marketing campaigns focused on customer experience.
  Contact VIP customers for exclusive invitations to events, launches, and activations via WhatsApp, email, and phone.
• Quality & process excellence
  Ensure all communication aligns with the brands tone and service standards.
  Contribute to improving customer service processes and internal documentation.
  Participate in team training and knowledge-sharing sessions to enhance service delivery.

Key skills & competencies:

• Strong communication and problem-solving skills.
• Excellent written and spoken English; Arabic is a must.

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  Customer-oriented mindset with high empathy and professionalism.
• Proficiency in CRM systems and customer service tools (Salesforce preferred).
• Strong coordination and multitasking abilities.
• Good understanding of marketing and customer engagement strategies.

Required qualifications:

• High school diploma or equivalent; higher education or certifications in customer service or related fields are a plus.
• Knowing Arabic is mandatory.
• Proven customer support experience or experience as a client service representative.
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems and practices.
• Excellent communication and presentation skills.
• Ability to multitask, prioritize, and manage time effectively.
• Empathy and a customer-oriented attitude.
• Ability to work in a team and maintain professionalism under pressure.

Benefits:

• Full-time role
• Competitive salary
• Company employee discounts across all brands
• Medical & health insurance
• Collaborative work environment
• Good vibes work culture

About the Company

The Apparel Group is a global fashion and lifestyle brand conglomerate residing on the crossroads of a modern economy - Dubai, UAE. The mercurial growth in the last 17 years has been by acquiring a host of world class fashion labels from around the world - Nine West, Tommy Hilfiger, Kenneth Cole, Aldo & Tim Hortons just to name a few.

Today the group caters to thousands of eager shoppers through its over 1530 stores, 75 International brands and employing 12,000 multi cultural staff in over 4 continents. Apparel believes in turning dreams in to reality and we give everyone - our customers, our stakeholders, our employees - an equal opportunity to do so.

Apparel group has carved its strong presence not only in the UAE, Kuwait, Qatar, Bahrain, Oman, and Saudi Arabia but opened thriving gateways to market in India, South Africa, Poland, Singapore, Jordan, Indonesia, Thailand and Malaysia. Additionally, clear strategies are in place to enter emerging markets such as Hungary, Pakistan, Egypt and Philippines.