About Company
At Career.zycto, we believe in fostering a supportive environment where every customer interaction builds lasting trust. Our focus on empowering individuals like you to deliver exceptional service sets us apart. We are a dynamic, forward-thinking organization committed to innovation and operational excellence within Dubai’s vibrant service landscape. For a dedicated Customer Care Assistant passionate about resolving complex issues, Career.zycto offers a unique opportunity to grow, develop, and make a tangible impact on customer satisfaction. Join a team where your empathy and problem-solving skills are truly valued.
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Job Description
Are you a naturally empathetic individual with a passion for turning challenging situations into positive customer experiences? Career.zycto is seeking a dedicated Customer Care Assistant specializing in Complaint Handling to join our vibrant team in the heart of Dubai Hills Park Area. In this crucial role, you will be the frontline ambassador, responsible for understanding, investigating, and resolving customer grievances with professionalism and precision. Your ability to listen attentively, communicate clearly, and navigate sensitive issues will be paramount to upholding our commitment to exceptional service. We believe that every complaint is an opportunity to learn, improve, and strengthen our customer relationships, and you will be at the forefront of this vital process.
This isn’t just about answering calls; it’s about building trust, mitigating dissatisfaction, and ultimately reinforcing customer loyalty. You’ll be empowered to take ownership of complex inquiries, diving deep to uncover root causes and present effective, lasting solutions. We’re looking for someone who thrives under pressure, possesses an innate talent for de-escalation, and consistently goes the extra mile to ensure customer satisfaction. Your daily tasks will involve a mix of direct customer interaction – via phone, email, and potentially live chat – as well as detailed case management, thorough documentation, and collaboration with internal teams to streamline processes and prevent future issues. You will act as a bridge between our customers and various departments, ensuring a seamless flow of information and swift resolution paths.
At Career.zycto, we understand that handling complaints requires a unique blend of resilience, compassion, and sharp analytical skills. You’ll be provided with comprehensive training and continuous support to excel in this challenging yet rewarding field. This position offers a fantastic opportunity to develop your career in customer service, gain invaluable experience in conflict resolution, and contribute directly to our company’s reputation for outstanding client care. We foster a collaborative environment where your insights are valued, and your growth is encouraged through ongoing professional development opportunities and a clear career progression path. If you’re ready to embrace a role where your problem-solving prowess and genuine care for customers can truly shine, and where every day brings new opportunities to make a positive difference, we encourage you to apply and become a vital part of our growing success story.
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Key Responsibilities
- Manage a high volume of incoming customer complaints across various communication channels (phone, email, chat).
- Investigate complex customer issues thoroughly to identify root causes and gather all necessary information.
- Communicate clear, concise, and empathetic resolutions to customers, ensuring their understanding and satisfaction.
- Maintain accurate and detailed records of all customer interactions and complaint resolutions in CRM systems.
- De-escalate challenging situations with patience and professionalism, turning negative experiences into positive ones.
- Collaborate with internal departments (e.g., Sales, Operations, Technical Support) to expedite problem-solving and implement long-term solutions.
- Identify recurring complaint trends and provide constructive feedback to management for process improvements.
- Adhere to company policies, procedures, and service level agreements (SLAs) for complaint handling.
- Continuously update product/service knowledge to provide accurate information and effective solutions.
Required Skills
- Exceptional verbal and written communication skills in English.
- Strong active listening and empathy skills.
- Proven problem-solving and analytical abilities.
- Demonstrated conflict resolution and de-escalation techniques.
- Proficiency in using CRM software and other customer service tools.
- Ability to work effectively under pressure and manage multiple priorities.
- Detail-oriented with strong organizational skills.
- Positive attitude and customer-centric mindset.
Preferred Qualifications
- Associate's or Bachelor's degree in Business Administration, Communications, or a related field.
- Prior experience specifically in a complaint handling or customer retention role.
- Fluency in additional languages, particularly Arabic.
- Experience in the Hospitality, Retail, or Financial Services industries.
- Certifications in customer service excellence or conflict management.
Perks & Benefits
- Competitive salary package.
- Comprehensive health insurance coverage.
- Generous annual leave.
- Opportunities for professional development and career growth.
- Dynamic and supportive work environment.
- Modern office facilities in a prime Dubai location.
- Employee wellness programs.
- Regular team-building activities and social events.
How to Apply
Interested candidates are invited to submit their detailed CV and a cover letter outlining their experience in complaint handling and customer care. Please click on the application link below to apply for this job directly.
