Job Description

About the Company

AIVI is an omnichannel fashion & lifestyle destination that offers 1400+ fashion & beauty brands in the UAE, KSA, Kuwait, Oman, Bahrain & Qatar. Customers can shop the latest on-trend outfits, shoes, bags, beauty essentials and accessories from international brands such as Tommy Hilfiger, Calvin Klein, Hugo, Marks & Spencer's, Dune London, Charles & Keith, Aldo, Crocs, Birkenstock, Skechers, Levi's, Nike, Adidas, Loreal, and Inglot amongst many more.

Role Overview

We are hiring a Customer Excellence Specialist in Dubai to combine hands-on customer recovery with customer experience reporting and insight generation. This is not a reporting job with a service add-on - it is both. The role owns customer follow-up and turns feedback into actions teams can implement quickly.

Key Responsibilities

Respond to every customer complaint received through the company's feedback channels.
Call back unhappy customers, understand the issue, and close the loop with a clear and appropriate resolution.
Own the weekly NPS, CSAT, and CES reporting across GCC markets.
Turn customer feedback, detractor comments, complaints, and experience trends into clear actions that store teams can implement within the same week.
Support a consistent and exceptional customer experience across stores and social media touchpoints.
Engage with VIP and high-value customers, ensuring personalized communication and a strong customer-first experience.
Support marketing campaigns, customer engagement initiatives, and events, including customer communication and coordination.
Monitor feedback to identify service gaps, recurring issues, and improvement opportunities across touchpoints.
Partner with Customer Service, Marketing, Retail, CRM, and Operations teams to resolve concerns and improve the overall experience.
Support Customer First initiatives and service excellence standards, and track CX KPIs and feedback trends to drive continuous improvement.

Experience:

2-4 years of experience in Customer Experience, retail analytics, customer service, or a closely related field.
Arabic is mandatory.
Strong Excel capability, with confidence working with customer metrics, trends, and recurring reports.
Strong customer communication and service-recovery skills, including confidence handling dissatisfied customers by phone.
Ability to turn customer feedback and data into practical, timely actions for store and operational teams.
Comfort working cross-functionally with Customer Service, Retail, Marketing, CRM, and Operations stakeholders.
A customer-first mindset, strong ownership, attention to detail, and a bias toward resolution rather than simply logging issues.