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Customer Excellence Specialist

Apparel Group
  • Dubai, UAE
  • Salary not disclosed
  • Employment type: Full-time

For international applicants

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In the UAE the employer usually arranges the work visa (country practice; the posting doesn’t say).

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About the employer

Apparel GroupPosted on the employer’s careers page · ediu.fa.em2.oraclecloud.com

Working in UAE

Possible country route: Employer-sponsored work residence / Golden Visa. Standard employment residence is applied for by the employer. Golden Visa is a separate long-term route with category-specific eligibility; it is not included in every relocation offer.

Depends on the emirate, entry permit, work permit, medical checks and residence issuance. Confirm a dated plan with the employer and issuing authority.

What to check before applying
  1. Confirm the employment route. Ask which authority handles the work permit and residence.
  2. Verify costs and offer. For standard overseas hiring, official guidance assigns recruitment and residence processing costs to the employer.
  3. Complete arrival formalities. Follow the medical and Emirates ID instructions for your route.
Official immigration guidance ↗

Reviewed 2026-10-14. Country routes are context, not a confirmation that this vacancy or your passport qualifies.

Description (EN)

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 brand’s 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.
  • 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. 

 

Never pay a recruiter for a job offer or a visa promise. Check the original posting and employer identity before sharing documents. Pay any legitimate government visa fees only through official channels. Never pay for a job: the law in the UAE

Published 7 days ago

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