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Customer Service Coordinator

K4 Group
Dubai, UAE
Full-time
Mid-Senior
Onsite
Discovered 5 days ago
Customer serviceCustomer enquiry managementCustomer complaint handlingCustomer follow-upEnglishGoogle Workspace

Full Job Posting

Role overview

K4 Group seeks a highly organized, proactive, commercially aware Customer Care Coordinator.

The coordinator manages enquiries from initial contact through resolution and coordinates customer service activities across departments.

Responsibilities

  • Handle calls and enquiries through telephone, WhatsApp, email, and other channels; understand customer needs and route requests appropriately.
  • Log, assign, track, and follow up on enquiries through resolution; pre-qualify fit-out and renovation leads before referring suitable opportunities to Sales.
  • Coordinate enquiries across Fit-Out, Design, Maintenance, AMC, Cleaning/FM, and other departments.
  • Follow up on actions, quotations, appointments, and service requests, keeping customers informed.
  • Resolve feedback, complaints, and escalations, including feedback calls and online review generation.
  • Maintain the Customer Care Activity Log in Monday.com and support weekly reports and performance scorecards.
  • Refer cross-selling, upselling, and repeat-business opportunities to relevant teams; prioritize urgent issues and escalate appropriately.

Required qualifications

  • Proven experience in customer care, customer service, call centre, customer experience, or a similar coordination role.
  • Excellent spoken and written English and a professional telephone manner.
  • Strong organization, attention to detail, and ability to manage multiple priorities.
  • Proactive, accountable, persistent, and effective at follow-up and problem solving; confident handling complaints and difficult conversations.
  • Strong computer skills, including Google Workspace and Google Sheets, and familiarity with CRM or workflow systems.
  • Commercial awareness and ability to learn company services and processes quickly.

Preferred experience

  • UAE customer care, call centre, or customer experience experience is preferred.
  • Background in interior fit-out, interiors, facilities management, maintenance, property management, real estate, or hospitality is preferred.
  • Premium customer, VIP, or high-net-worth client experience is preferred.
  • Monday.com experience and Arabic or other additional language skills are preferred.
  • Immediate availability or a short notice period is preferred.

Ideal candidate

Takes ownership, responds promptly, follows up without reminders, escalates urgent issues, and keeps customers informed.

Is organized, responsive, commercially aware, and able to manage enquiries across departments with minimal supervision.

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