Job Description

Roles & Responsibilities

About the Role: We are seeking a dedicated Resolution Officer based in Dubai to manage and resolve complex customer disputes efficiently and professionally. In this role, you will leverage your conflict resolution and analytical skills to ensure customer satisfaction, maintain compliance with company policies, and contribute to continuous process improvements. Responsibilities: Investigate and resolve customer complaints and disputes in a timely manner Analyze case data to identify trends, root causes, and opportunities for improvement Negotiate fair settlements and agreements between customers and stakeholders Communicate clearly and professionally with customers, internal teams, and external partners Document case details accurately and maintain comprehensive records in the CRM system Collaborate with cross-functional teams to streamline resolution processes and implement best practices Prepare and present regular reports on resolution metrics, trends, and performance insights Required Qualifications: Bachelor’s degree in business, finance, or a related field 2–5 years of experience in dispute resolution, customer service, or a similar role Strong conflict resolution and negotiation skills Excellent verbal and written communication abilities Proven problem-solving and analytical skills, including proficiency in data analysis Demonstrated time management and organizational capabilities Proficiency with CRM systems and Microsoft Office Suite (advanced Excel) Preferred Qualifications: Experience in financial services, telecommunications, or legal dispute resolution Certification in conflict resolution, mediation, or negotiation Familiarity with data visualization tools such as Tableau or Power BI Fluency in English and Arabic Knowledge of UAE consumer protection regulations and compliance standards