Customer Service Specialist
AKS Prime Group
Job Description
AKS Prime Group, a Business Setup & Tax Advisory company in Dubai, is hiring a Customer Happiness Officer. Salary: AED 4,000 – 5,000/month. You will manage customer feedback calls, complaint resolution, QA of calls, and reporting. Requires 2-4 years customer service experience, fluent Arabic and English. Benefits include visa, insurance, annual ticket.
## Responsibilities
*Customer Feedback & Happiness*
- Contact every customer at service milestones to capture structured satisfaction feedback
- Record feedback calls in CRM with satisfaction rating, customer comments, and follow-up flags
- Maintain daily and weekly Happiness Index and report trends to management
*Complaint Handling & Resolution*
- Log complaints with details and severity rating
- Coordinate with team members, Execution Manager, or Project Manager to agree on resolution
- Call customer back within 24 working hours to communicate resolution in preferred language
- Escalate unresolved or sensitive matters to management
*Quality Assurance & Reporting*
- Review daily customer call recordings against QA scorecard: tone, professionalism, courtesy, clarity, accuracy, language, script adherence, confidentiality
- Report unprofessional conduct with recording references and timestamps
- Prepare daily QA summaries and weekly trend reports for management
*Communication*
- Explain outcome variances clearly and ensure consistent explanations to customers
## Requirements
*Qualifications & Experience*
- Bachelor's Degree or Diploma in Business Administration, Communications, or related field preferred
- 2–4 years experience in Customer Service, Customer Happiness, Call Centre, or Quality Assurance, preferably in UAE
- Good understanding of customer service standards and QA monitoring practices
*Skills & Competencies*
- Excellent telephone etiquette with empathy, patience, and emotional control
- Strong organizational, time-management, and multitasking skills
- Proficiency in Microsoft Excel, Word, and Outlook
- High attention to detail, objectivity, accuracy, and confidentiality
- Excellent communication and interpersonal skills
*Language Requirements*
- Fluent in Arabic and English spoken and written
## Benefits
- Employment Visa
- Medical Insurance
- Annual Air Ticket
- Paid Annual Leave
- End-of-Service Benefits
- All benefits as per UAE Labour Law
- Excellent Career Growth & Development Opportunities
*Note*: Immediate joiners highly preferred.
## About AKS Prime Group
A well-growing Business Setup & Tax Advisory Company in Dubai focused on exceptional customer experience across service engagements.