- Call Centre Complaints Specialist – Arabic Speaker
- Location: Dubai, UAE
- Employment Type: Outsourced – 6-Month Contract
- Offered salary - 5500 AED
Function: Customer Service / Contact Centre / Complaints Management
We are hiring an experienced Call Centre Complaints Specialist – Arabic Speaker to manage escalated customer concerns, resolve complex complaints, and ensure a high standard of customer experience across multiple communication channels.
Key Responsibilities
- Manage and resolve escalated customer complaints with professionalism, empathy, and urgency.
- Act as the primary point of contact for high-priority and complex customer issues.
- Investigate complaints, identify root causes, and coordinate appropriate resolutions.
- Communicate with customers through phone, email, and chat.
- Coordinate with internal teams including Operations, Logistics, Warehouse, and Brand Partners to ensure timely closure.
- Maintain accurate and detailed case records in the relevant CRM/case management system.
- Follow up with customers until satisfactory resolution and case closure.
- Monitor recurring complaints and identify potential service gaps.
- Recommend process or service improvements based on customer feedback and complaint trends.
- Ensure compliance with internal complaint-handling procedures and service standards.
- Support customer satisfaction and retention through effective complaint resolution.
Requirements
- Arabic speaking is mandatory.
- Minimum 2–3 years of experience in a call centre/contact centre environment.
- Proven experience handling escalations, complex complaints, and difficult customer situations.
- Strong communication skills in Arabic and English.
- Good problem-solving, investigation, and root-cause analysis capability.
- Strong customer-handling and conflict-resolution skills.
- Comfortable working across phone, email, and chat channels.
- Experience using CRM or case-management systems preferred.
- Ability to coordinate effectively with multiple internal stakeholders.
- Strong attention to detail and follow-up.
LinkedIn Skills
Call Centre Operations, Contact Centre, Complaint Management, Escalation Management, Customer Service, Customer Experience, Customer Complaints, Arabic, Customer Support, Conflict Resolution, Complaint Resolution, Root Cause Analysis, Case Management, CRM, Customer Satisfaction, Customer Retention, Service Recovery, Customer Engagement, Phone Support, Email Support, Chat Support, Stakeholder Coordination, Problem Solving, Service Improvement.
Suggested Job Titles
- Call Centre Complaints Specialist
- Complaints Specialist
- Customer Complaints Executive
- Customer Escalation Specialist
- Customer Service Specialist – Complaints
- Customer Experience Specialist
- Complaint Resolution Executive
- Contact Centre Complaints Specialist
- Customer Support Escalation Specialist
- Arabic Customer Service Specialist
