Customer Happiness Specialist (Emirati Talent)
About This Role
đź“Ť Role Overview
As a Customer Happiness Specialist, you will be responsible for improving customer experience standards, managing complex customer cases, and driving continuous service improvement through data‑driven insights and cross‑functional collaboration.
- Develop, update, and implement customer happiness policies, standards, and guidelines in line with best practices
- Identify customer needs and expectations, and provide recommendations to enhance service quality
- Monitor and manage customer interactions and cases across all channels to ensure high‑quality support
- Measure and analyse customer experience using tools such as mystery shopper, CSAT, and NPS, and prepare improvement reports
- Manage customer complaints and escalations, coordinating with internal teams to ensure effective resolution
- Maintain and enhance the customer knowledge base and CRM systems
- Prepare analytical reports on customer satisfaction and service performance
- Coordinate with internal stakeholders to ensure continuous service improvement and risk mitigation
🎯 What you need to have
- Bachelor's degree
- 3-5 years of experience in customer happiness/service/experience
- Experience in handling customer complaints, escalations, and case management
- Strong analytical skills with experience in c ustomer data analysis and reporting
- Experience in developing or implementing customer service standards, policies, or frameworks
- Excellent communication skills in Arabic and English (written and verbal)
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