Escalation Associate - CX (UAEN)

Role overview

Escalations and case management

• Investigate and resolve high-priority escalations, Tier 3 cases, and recurring complaints.
• Own cases end to end and coordinate with internal teams for timely resolution.
• Handle sensitive safety, regulatory, and executive-channel escalations with sound judgment.
• Follow escalation protocols, confidentiality standards, and high-risk SOPs.

Customer feedback and improvement

• Manage escalated complaints across social media, in-app channels, and App Store reviews.
• Monitor feedback, identify recurring concerns, and coordinate follow-up.
• Analyze CSAT/DSAT trends, complaints, and interaction quality to identify root causes and service gaps.
• Partner with Operations, Quality, and Training teams on corrective actions and customer-satisfaction improvements.

Reporting and collaboration

• Prepare regular reports on escalation trends, customer feedback, and improvement opportunities.
• Share actionable insights and best practices to strengthen frontline support and service quality.

Candidate qualifications

• Bachelor's degree or equivalent relevant experience.
• 2–3+ years in customer service, escalation management, complaint resolution, or customer experience.
• Demonstrated ability to manage complex complaints, sensitive escalations, and high-priority cases.
• Fluent written and spoken Arabic and English.
• Strong investigation, problem-solving, and root-cause analysis skills.
• Experience analyzing CSAT/DSAT, customer feedback, and service-quality trends.
• Proficiency with CRM systems, ticketing platforms, Excel, or Google Sheets.
• Food delivery, e-commerce, or marketplace operations experience is preferred.

Why join Keeta

• The employer describes global exposure, meaningful impact, structured training and professional development, career growth opportunities, and a collaborative international workplace.