Customer Excellence Specialist

Ziina
Dubai
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 4+ yearsSkills: ["Communication","Coaching","Data-driven decision making","Process improvement","Customer advocacy"]

Own the end-to-end customer experience across chat, WhatsApp, and email, acting as the first point of contact. Manage inquiries and tickets, monitor CX KPIs like SLAs and CSAT, and improve support processes to reduce wait times. Maintain and expand a knowledge base, analyze CX metrics for continual improvements, and collaborate cross-functionally. Lead day-to-day team operations, coach and upskill agents, and use customer insights to drive operational and product enhancements.

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FursaFursa
Ziina
Ziina
4 days ago

Customer Excellence Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Own the end-to-end customer experience across chat, WhatsApp, and email, acting as the first point of contact. Manage inquiries and tickets, monitor CX KPIs like SLAs and CSAT, and improve support processes to reduce wait times. Maintain and expand a knowledge base, analyze CX metrics for continual improvements, and collaborate cross-functionally. Lead day-to-day team operations, coach and upskill agents, and use customer insights to drive operational and product enhancements.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Respond to customer inquiries promptly via chat, WhatsApp, and email.
  • •Monitor and achieve customer experience KPIs such as SLAs and CSAT.
  • •Review and improve support processes to reduce wait times and boost efficiency.
  • •Maintain and update a knowledge base to enable accurate, fast responses.
  • •Oversee day-to-day team operations including scheduling, workload allocation, and adherence to processes.

Key Requirements

  • •4+ years of experience leading or mentoring a customer support team.
  • •Coach, train, and provide constructive feedback to build team skills and drive performance.
  • •Plan and manage team schedules to maintain coverage and meet service-level targets.
  • •Enforce adherence to schedules and operational standards for consistent service delivery.
  • •Communicate clearly with customers and internal stakeholders.
Experience:4+ yearsCustomer supportCustomer experience
Skills:CommunicationCoachingData-driven decision makingProcess improvementCustomer advocacy
Languages:Arabic
Tech Stack:ChatWhatsAppEmailKnowledge base

Company Brief

Ziina
Provides fast, secure mobile payments and peer-to-peer money transfers in the UAE and GCC, enabling consumers and merchants to send, receive, and pay using phone numbers and QR codes, with a focus on low fees and simplified onboarding.
Industry: Payments
Headquarters: Dubai, United Arab Emirates
Website