Customer Excellence Specialist
Role Overview
The Dubai-based Customer Excellence Specialist combines hands-on customer recovery with customer experience reporting and insight generation.
The role owns customer follow-up and turns customer feedback into actions teams can implement quickly.
Key Skills for This Role
Full Job Posting
About AIVI
AIVI is an omnichannel fashion and lifestyle destination offering more than 1,400 fashion and beauty brands across the UAE, KSA, Kuwait, Oman, Bahrain, and Qatar.
Role overview
The Dubai-based Customer Excellence Specialist combines hands-on customer recovery with customer experience reporting and insight generation.
The role owns customer follow-up and turns customer feedback into actions teams can implement quickly.
Key responsibilities
- Respond to every customer complaint received through company feedback channels.
- Call unhappy customers, understand issues, and close the loop with an appropriate resolution.
- Own weekly NPS, CSAT, and CES reporting across GCC markets.
- Turn feedback, detractor comments, complaints, and experience trends into timely actions for store teams.
- Support consistent customer experience across stores and social media touchpoints.
- Engage VIP and high-value customers with personalized communication.
- Support marketing campaigns, customer engagement initiatives, and events, including communication and coordination.
- Monitor feedback for service gaps, recurring issues, and improvement opportunities.
- Partner with Customer Service, Marketing, Retail, CRM, and Operations to resolve concerns and improve experience.
- Support Customer First initiatives and service standards; track CX KPIs and feedback trends for continuous improvement.
Experience and requirements
- 2–4 years of experience in Customer Experience, retail analytics, customer service, or a closely related field.
- Arabic is mandatory.
- Strong Excel capability and confidence working with customer metrics, trends, and recurring reports.
- Strong customer communication and service-recovery skills, including handling dissatisfied customers by phone.
- Ability to translate customer feedback and data into practical, timely actions for store and operational teams.
- Comfort working with Customer Service, Retail, Marketing, CRM, and Operations stakeholders.
- Customer-first mindset, strong ownership, attention to detail, and a resolution-focused approach.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at AIVI
Marketing Director
, UAE
The employer is seeking a Marketing Director to lead integrated marketing and profitable growth for a consumer-focused e-commerce fashion business. The role owns brand, performance, influencer and CRM strategy, customer
Assistant Product Manager
, UAE
AIVI seeks an Assistant Product Manager to deliver AI-powered product features and manage customer payment and checkout requirements. The role requires 2-4 years of product management experience, payments workflow knowle