Position: Escalation Specialist Location: Dubai, UAE Contract Duration: 6 Months (Extendable) Salary: AED 5,500 per month Language Requirement: Fluent Arabic & English (Mandatory)
Role Overview We are seeking an Escalation Specialist to manage and resolve customer complaints and escalated cases while ensuring a high standard of customer satisfaction. The successful candidate will act as the primary point of contact for complex customer issues, working closely with internal teams to achieve timely and effective resolutions. Key Responsibilities Handle customer escalations and complaints through phone, email, and other communication channels. Investigate customer issues, identify root causes, and provide timely resolutions. Coordinate with internal departments to ensure escalated cases are resolved within agreed service levels. Maintain accurate records of customer interactions and case updates in the CRM system. Follow up with customers to ensure satisfactory resolution and positive customer experience. Monitor escalation trends and recommend process improvements to reduce recurring issues. Ensure compliance with company policies, quality standards, and service-level agreements (SLAs). Prepare escalation reports and provide regular updates to management. Qualifications & Experience Bachelor's degree or equivalent qualification preferred.2–4 years of experience in customer service, complaints handling, escalation management, or contact center operations. Experience in banking, telecom, e-commerce, retail, or service industries is preferred. Experience using CRM systems is an advantage. Required Skills Strong customer service and complaint resolution skills Excellent communication and interpersonal skills Problem-solving and conflict resolution abilities Ability to manage multiple cases while meeting deadlines Good analytical and documentation skills Proficiency in Microsoft Office and CRM systems