Customer Service Representative (ARABIC SPEAKER) EMIRATI DIALECT

JOB PURPOSE

The Customer Service Representative is responsible for managing customer inquiries, feedback, and complaints across all DOTS Café branches, ensuring timely resolution, accurate documentation, and a consistently positive customer experience that reflects DOTS Café's brand standards.

KEY RESPONSIBILITIES

• Respond promptly and professionally to customer inquiries and complaints received via phone, email, social media, delivery platforms, and in-branch feedback channels.
• Log all customer complaints and feedback in the tracking system, ensuring accurate details are captured (branch, date, nature of complaint, resolution).
• Handles direct messages, public comments, online reputation, and engagement on platforms like Instagram and TikTok, maintaining DOTS Café's brand voice and reputation.
• Manages on-site feedback, loyalty programs, and escalated F&B service issues.
• Coordinate with Branch Managers and relevant departments (Operations, Quality Control, HR) to investigate and resolve customer complaints in a timely manner.
• Escalate serious complaints — such as food safety, hygiene, or health-related concerns — immediately to the Operations Director and HR & Training Manager for appropriate action.
• Monitor customer satisfaction trends and prepare periodic reports highlighting recurring issues, branch performance, and areas for improvement.
• Provide feedback to branch teams and management to help drive service quality improvements.
• Maintain up-to-date knowledge of DOTS Café's products, promotions, and policies to accurately assist customers.
• Assist in compiling data for customer service KPIs and reports as required by management.

QUALIFICATIONS & EXPERIENCE

• Bachelor's degree or diploma in Business Administration, Hospitality, Communications, or a related field preferred.
• Minimum 2–4 years of experience in a customer service, F&B, or hospitality-related role.
• Experience handling customer complaints and escalations is an advantage.
• Fluency in Arabic is a must.

SKILLS & COMPETENCIES

• Excellent verbal and written communication in Arabic.
• Strong interpersonal skills with a calm, empathetic, and solutions-oriented approach.
• Ability to multitask and manage multiple complaints or inquiries simultaneously.
• Proficient in MS Office (Excel, Word, Outlook) and familiar with social media platforms.
• High attention to detail and strong organizational skills.
• Ability to remain professional and composed under pressure.

WORKING CONDITIONS

• 6 days work week
• Shift based schedule

Pay: AED3,000.00 - AED4,000.00 per month

Work Location: In person