Customer Happiness Specialist (Emirati Talent)
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About the Role
Role Overview As a Customer Happiness Specialist, you will be responsible for improving customer experience standards, managing complex customer cases, and driving continuous service improvement through data‑driven insights and cross‑functional collaboration.
Key Skills for This Role
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Overview
- 📍 Role Overview
- As a Customer Happiness Specialist, you will be responsible for improving customer experience standards, managing complex customer cases, and driving continuous service improvement through data‑driven insights and cross‑functional collaboration.
- Develop, update, and implement customer happiness policies, standards, and guidelines in line with best practices
- Identify customer needs and expectations, and provide recommendations to enhance service quality
- Monitor and manage customer interactions and cases across all channels to ensure high‑quality support
- Measure and analyse customer experience using tools such as mystery shopper, CSAT, and NPS, and prepare improvement reports
- Manage customer complaints and escalations, coordinating with internal teams to ensure effective resolution
- Maintain and enhance the customer knowledge base and CRM systems
- Prepare analytical reports on customer satisfaction and service performance
- Coordinate with internal stakeholders to ensure continuous service improvement and risk mitigation
- What you need to have
- Bachelor's degree
- 3-5 years of experience in customer happiness/service/experience
- Experience in handling customer complaints, escalations, and case management
- Strong analytical skills with experience in c
- ustomer data analysis and reporting
- Experience in developing or implementing customer service standards, policies, or frameworks
- Excellent communication skills in
- Arabic and English
- (written and verbal)
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