Job Description

Customer Escalation Specialist - VIP Client Support Dubai
Position Overview
We are hiring a Customer Escalation Specialist in Dubai to handle high-priority complaints and service escalations, especially from high-value clients. This role requires strong problem-solving, empathy, and cross-functional coordination to ensure exceptional customer experience and retention.
Job Details
Job Location: Dubai, UAE
Industry: Retail
Function: Customer Service
Salary: 7000-9000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
What You'll Do

• Serve as the primary point of contact for high-priority complaints across stores, online platforms, and service channels
• Handle escalations from social media, management, or frontline staff, ensuring timely and effective resolutions
• Coordinate with internal teams including operations, logistics, IT, finance, and repairs to resolve issues quickly
• Take ownership of cases involving delivery delays, faulty products, and warranty disputes until closure
• Manage relationships with high-net-worth customers, ensuring personalized and expedited service
• Maintain and update a structured database of VIP clients for proactive service engagement
• Monitor multiple complaint channels, ensuring consistent and timely responses
• Lead service recovery efforts with refunds, replacements, or vouchers according to company policy
• Prepare regular reports on escalation trends, resolution times, and satisfaction metrics
• Ensure compliance with UAE consumer protection laws and company policies

Ideal Profile

• 3-5 years of experience in customer service, preferably in electronics retail, ecommerce, or service-driven industries
• Proven experience in managing escalations and VIP customers
• Bachelor's degree in business administration, marketing, or related field
• Proficiency in Microsoft Excel, CRM systems, and reporting tools
• Strong interpersonal skills with excellent communication and high emotional intelligence
• Certifications in customer service or CRM systems are a plus

Why Join Us
This role offers an opportunity to influence customer satisfaction at the highest level. Work in a dynamic retail environment with a focus on innovation, personalized service, and operational excellence.
About the Company
We are a leading retail brand in the UAE, committed to delivering exceptional products and premium customer service across all channels. Our team values service excellence and aims to build strong, long-lasting customer relationships.
Employers can now attract top talent and reduce hiring costs. Explore best free recruitment platforms Gulf region through our portal.
Job Title Customer Escalation Specialist - VIP Client Support Dubai
Customer Escalation Specialist - VIP Client Support Dubai
Position Overview
We are hiring a Customer Escalation Specialist in Dubai to handle high-priority complaints and service escalations, especially from high-value clients. This role requires strong problem-solving, empathy, and cross-functional coordination to ensure exceptional customer experience and retention.
Job Details
Job Location: Dubai, UAE
Industry: Retail
Function: Customer Service
Salary: 7000-9000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
What You'll Do

• Serve as the primary point of contact for high-priority complaints across stores, online platforms, and service channels
• Handle escalations from social media, management, or frontline staff, ensuring timely and effective resolutions
• Coordinate with internal teams including operations, logistics, IT, finance, and repairs to resolve issues quickly
• Take ownership of cases involving delivery delays, faulty products, and warranty disputes until closure
• Manage relationships with high-net-worth customers, ensuring personalized and expedited service
• Maintain and update a structured database of VIP clients for proactive service engagement
• Monitor multiple complaint channels, ensuring consistent and timely responses
• Lead service recovery efforts with refunds, replacements, or vouchers according to company policy
• Prepare regular reports on escalation trends, resolution times, and satisfaction metrics
• Ensure compliance with UAE consumer protection laws and company policies

Ideal Profile

• 3-5 years of experience in customer service, preferably in electronics retail, ecommerce, or service-driven industries
• Proven experience in managing escalations and VIP customers
• Bachelor's degree in business administration, marketing, or related field
• Proficiency in Microsoft Excel, CRM systems, and reporting tools
• Strong interpersonal skills with excellent communication and high emotional intelligence
• Certifications in customer service or CRM systems are a plus

Why Join Us
This role offers an opportunity to influence customer satisfaction at the highest level. Work in a dynamic retail environment with a focus on innovation, personalized service, and operational excellence.
About the Company
We are a leading retail brand in the UAE, committed to delivering exceptional products and premium customer service across all channels. Our team values service excellence and aims to build strong, long-lasting customer relationships.
Employers can now attract top talent and reduce hiring costs. Explore best free recruitment platforms Gulf region through our portal.
Post Details
Job Start Date
Salary from 7000.00
Salary to 9000.00
Number of Vacancies 1
Location -
Location City Dubai
Desired Candidate's Profile
Gender No Preference
Nationality
Candidate Current Location