Escalations Specialist – Arabic Speakers
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Key skills for this role
About the Role
TASC Outsourcing seeks an Escalations Specialist (Arabic speaker) for a 6-month contract in Dubai. The role involves handling complex customer complaints and escalations via phone, email, chat, and social media, coordinating with internal teams, and ensuring timely resolution.
Key Skills for This Role
Responsibilities
- Act as the primary point of contact for complex customer complaints and escalations received through phone, email, chat, and social media
- Investigate customer issues thoroughly and coordinate with internal teams to deliver timely and effective resolutions
- Provide professional, empathetic, and solution oriented support while maintaining the highest standards of customer service
- Handle sensitive and high priority customer cases with confidence and discretion
- Liaise with departments such as Operations, Logistics, Warehouse, Payments, and Customer Experience to resolve issues efficiently
- Ensure all escalations are documented accurately and followed through until resolution
- Meet agreed service level agreements (SLAs) and quality standards for escalation management
- Identify recurring customer issues and provide recommendations for process improvements
- Maintain detailed records and prepare reports on escalation trends and customer feedback
- Support the Customer Experience team in driving customer satisfaction and loyalty
Requirements
- 3 4 years of prior experience handling escalation calls within retail, luxury retail, fashion, lifestyle, e commerce, or premium customer service environments
- Fluency in Arabic (mandatory)
- Excellent communication skills
- Ability to handle sensitive and high priority cases with discretion
Full Job Posting
Job Overview
- Job Title – Escalations Specialist – Arabic Speakers
- Type of Hire – Outsourced
- Duration 6 Months Contract
- Salary – AED 5500
- Work Location – Dubai
- Mandatory – 3 4 years of prior experience handling escalation calls within retail, luxury retail, fashion, lifestyle, e commerce, or premium customer service environments is highly preferred.
Key Responsibilities
- Act as the primary point of contact for complex customer complaints and escalations received through phone, email, chat, and social media.
- Investigate customer issues thoroughly and coordinate with internal teams to deliver timely and effective resolutions.
- Provide professional, empathetic, and solution oriented support while maintaining the highest standards of customer service.
- Handle sensitive and high priority customer cases with confidence and discretion.
- Liaise with departments such as Operations, Logistics, Warehouse, Payments, and Customer Experience to resolve issues efficiently.
- Ensure all escalations are documented accurately and followed through until resolution.
- Meet agreed service level agreements (SLAs) and quality standards for escalation management.
- Identify recurring customer issues and provide recommendations for process improvements.
- Maintain detailed records and prepare reports on escalation trends and customer feedback.
- Support the Customer Experience team in driving customer satisfaction and loyalty.
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