CSR - Complaints and Escalation

Role overview

Location

• The role location is Al Barsha, United Arab Emirates.

Complaint management and resolution

• Own escalated complaints from initial investigation through final resolution.
• Investigate installation quality, technical faults, delays, warranties, and contractual obligations.
• Assess each case and determine remedies with technical teams, installers, engineers, and management.
• Resolve disputes fairly while protecting customer satisfaction and company contractual and commercial interests.
• De-escalate difficult conversations and recognize when management involvement or formal escalation is needed.

Customer communication and case coordination

• Communicate with UK and US customers by telephone and email about technical matters and contractual disputes.
• Prepare detailed, professional complaint responses and investigation summaries independently.
• Keep customers informed about resolutions, remedial work, and timelines.
• Coordinate remedial work with scheduling teams and follow up until cases are closed.

Records and improvement

• Maintain accurate complaint records and supporting documentation in the CRM.
• Identify recurring complaints and recommend preventive changes.
• Report clearly on open complaints, escalations, and resolutions.

Essential requirements

• At least 5 years in complaints escalation, dispute resolution, or senior customer support.
• Proven ability to independently investigate and resolve complex complaints.
• Direct experience supporting British or American customers, especially by telephone.
• Excellent spoken and written English, including formal complaint correspondence.
• Background in technical products, installations, utilities, engineering, or telecommunications.
• Strong problem-solving, negotiation, and organizational skills, with close attention to detail.
• Experience using CRM systems and maintaining case records.

Advantageous experience

• Experience in solar energy, renewable energy, or technical installation services is advantageous.

Role expectations