Escalations Specialist – Arabic Speakers
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About the Role
* **Job Title – Escalations Specialist – Arabic Speakers** * **Type of Hire – Outsourced** * **Duration - 6 Months Contract** * **Salary – AED 5500** * **Work Location – Dubai** * **Mandatory – 3-4 years of prior experience handling escalation calls within retail, luxury retail, fashion, lifestyle, e-commerce, or premium customer service environments is highly preferred.** **Key Responsibilities** : * Act as the primary point of contact for complex customer complaints and e
Key Skills for This Role
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Overview
- **Job Title – Escalations Specialist – Arabic Speakers**
- **Type of Hire – Outsourced**
- **Duration - 6 Months Contract**
- **Salary – AED 5500**
- **Work Location – Dubai**
- **Mandatory – 3-4 years of prior experience handling escalation calls within retail, luxury retail, fashion, lifestyle, e-commerce, or premium customer service environments is highly preferred.**
Key Responsibilities
- :
- Act as the primary point of contact for complex customer complaints and escalations received through phone, email, chat, and social media.
- Investigate customer issues thoroughly and coordinate with internal teams to deliver timely and effective resolutions.
- Provide professional, empathetic, and solution-oriented support while maintaining the highest standards of customer service.
- Handle sensitive and high-priority customer cases with confidence and discretion.
- Liaise with departments such as Operations, Logistics, Warehouse, Payments, and Customer Experience to resolve issues efficiently.
- Ensure all escalations are documented accurately and followed through until resolution.
- Meet agreed service level agreements (SLAs) and quality standards for escalation management.
- Identify recurring customer issues and provide recommendations for process improvements.
- Maintain detailed records and prepare reports on escalation trends and customer feedback.
- Support the Customer Experience team in driving customer satisfaction and loyalty.
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