Customer Care Officer – HNI Escalations & Service Excellence
Job Description
Job Summary & Purpose:To serve as the dedicated point of contact for handling high-priority customer complaints and escalations, especially from high-value (HNI) customers, across all communication channels. The role requires prompt, empathetic, and solution-oriented engagement to enhance customer satisfaction, retain key customers, and uphold the companys reputation for service excellence.
Key Performance Areas (KPAs) & Principal Accountabilities:
1 Resolution of Customer Escalations (Including Store, Online, and Service Complaints)
Act as the primary point of contact for resolving customer complaints and escalations that have been referred from frontline staff, social media, service centers, or management.Liaise with various internal departments including Retail Operations, Service & Repairs, Logistics, IT, and Finance to ensure quick resolution of issues.
Investigate cases involving delayed deliveries, faulty products, service failures, pricing errors, and warranty disputes; ensure resolutions are aligned with company policy yet customer centric.
Take ownership of cases end-to-end until full closure and customer satisfaction is achieved.
Maintain a calm, professional, and empathetic approach in handling irate or dissatisfied customers.
2 Handling High-Value / High Net-Worth (HNI) Customers
Act as a single point of contact for HNI customers across all interaction channels including in-store, ecommerce, call centre, email, WhatsApp, and social media.Ensure HNI customer concerns are prioritized, tracked, and resolved with urgency, ensuring minimal hand-offs and maximum personalization.
Coordinate with the Sales, CS or any other required team to ensure any high-ticket sale or service issue is proactively addressed.
Arrange for callbacks, onsite visits, expedited repair/replacement services or personal follow-ups wherever applicable.
3 HNI Customer Database Maintenance & Engagement
Create and regularly update a structured database of HNI customers including details such as purchase history, preferences, frequency of complaints, satisfaction levels, and communication preferences.Classify customers into tiers (Gold, Platinum, etc.) based on value contribution, frequency of purchases, and brand engagement.
Use data insights to pre-empt service lapses and offer proactive assistance or exclusive service privileges.
Work with the CRM/IT team to integrate HNI data into System, SAP, or other internal customer service platforms to enable cross-functional visibility and superior engagement.
4 Cross-Channel Complaint Management
Monitor and respond to complaints lodged through all channels including in-store kiosks, call centres, online chat, Google reviews, Trustpilot, Facebook, Instagram, Twitter/X, and WhatsApp Business.Ensure a unified and timely resolution approach irrespective of the source of complaint.
Track complaints where multiple departments are involved, ensuring clear communication and timely updates to the customer.
Minimize repeated complaints through strong case follow-up and resolution quality checks.
5 Service Recovery & Retention
Lead the service recovery process for customers who have experienced service failures or product issues, ensuring they are compensated appropriately (refunds, replacements, vouchers, etc.) as per company policy.Identify patterns and root causes from repeated complaints or escalations and share actionable insights with leadership.
Recommend process improvements or policy changes to reduce escalation volume and enhance service experience.
Follow up with recovered customers to ensure their satisfaction and loyalty is restored.
6 Documentation, Reporting & Analysis
Maintain comprehensive documentation for each escalation case including communication logs, actions taken, and final outcomes.Prepare daily, weekly, and monthly reports on escalation trends, resolution TAT, and customer satisfaction scores.
Analyses complaint types by category (product, delivery, service, etc.), store, region, and team, and highlight systemic issues for management attention.
Support internal audits and management reviews by sharing detailed case files and closure summaries when required.
7 Internal Stakeholder Coordination
Work closely with Store Managers, Ecommerce Fulfillment Team, Service Technicians, Contact Center Agents, and Backend Teams to ensure seamless complaint resolution.Build strong relationships with key support departments and vendors to fast-track escalated issue handling.
Join periodic review meetings with the Quality, Logistics, and Product Teams to share customer feedback and suggest improvements.
8Compliance & Policy AdherenceEnsure all customer resolutions adhere to the UAE consumer protection laws and internal company policies.
Maintain high levels of data privacy and customer confidentiality in handling complaints.
Act as a brand ambassador for the company, maintaining professionalism, empathy, and consistency in all customer interactions.
Requirements
Qualitative Requirements
Experience(Years & Field) 35 years of experience in customer service, preferably in electronics retail, ecommerce, or a service-driven industry.Proven experience in handling escalations and direct interaction with high-net-worth or VIP customers is highly desirable.
Fluency in English is essential; additional languages (e.g., Arabic, Hindi) are a plus
Strong proficiency in Microsoft Excel and report generation, including data analysis, formatting, and presentation of insights.Educational Qualification Bachelors degree in business administration, Customer Service, Marketing, Communications, or any related field.
Professional Certifications (Preferred but Not Mandatory) Certified Customer Service Professional (CCSP) International Customer Service Association (ICSA)Customer Experience (CX) Certification CX Academy / CXPA
Complaint Handling & Service Recovery Certification Udemy / Coursera / Alison
Certified Contact Center Professional (CCCP) CCA Global / ICMI
CRM System Training (e.g., Salesforce, SAP, Zendesk) Vendor-specific certifications for system proficiency
Emotional Intelligence (EI) for Customer Service Professionals Institute for Health & Human Potential / Coursera
UAE Consumer Protection Law Awareness (Recommended for roles handling disputes and refunds)
Skills & Abilities Strong problem-solving and conflict resolution skillsExcellent verbal and written communication skills
High emotional intelligence and empathy
Experience in managing VIP/HNI customers
Proficiency in customer service platforms (e.g., Zendesk, Salesforce, Freshdesk)
Data management and reporting skills (Excel, CRM systems)
Ability to multitask and work under pressure
Customer-centric mindset with a focus on service recovery