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Customer Care Officer / Customer Service Executive / Guest Relations Officer
Full-time / Permanent
UAE / GCC (Dubai, Abu Dhabi, Sharjah, Ras Al Khaimah, KSA, Qatar, Bahrain, Oman)
Position Overview
The Customer Care Officer is responsible for ensuring high-quality service, addressing customer inquiries, resolving complaints, and maintaining customer satisfaction in line with UAE/GCC hospitality or corporate standards. The role acts as the primary point of contact for clients, guests, or customers, ensuring a professional, responsive, and courteous experience.
Department: Customer Service / Front Office / Guest Relations
Reports To: Customer Service Manager / Front Office Manager / Operations Manager
Key Responsibilities
Customer Service & Communication
Serve as the first point of contact for customer inquiries via phone, email, or in person.
Respond promptly, professionally, and courteously to customer requests and concerns.
Provide accurate information about services, products, and policies.
Escalate unresolved issues to management and ensure timely resolution.
Follow up with customers to ensure satisfaction and service quality.
Complaint Management & Problem Resolution
Handle customer complaints efficiently and professionally, maintaining calm and diplomacy.
Investigate issues, identify root causes, and propose solutions in line with company policies.
Record complaints and actions taken for reporting and analysis.
Record-Keeping & Reporting
Maintain accurate customer records, interactions, and communications.
Prepare daily, weekly, and monthly reports on customer feedback, complaints, and service metrics.
Provide insights to management on trends, customer preferences, and areas for improvement.
Operational Support
Coordinate with other departments (front office, F&B, housekeeping, or sales) to resolve customer issues.
Support customer experience initiatives, loyalty programs, and satisfaction surveys.
Assist in onboarding new staff on customer service protocols.
Compliance & Standards
Adhere to UAE/GCC labour laws, hospitality regulations, and corporate policies.
Maintain confidentiality and professionalism in all customer interactions.
Uphold company standards for service quality, brand image, and customer experience.
Qualifications & Requirements
Education
High school diploma required; Bachelor’s degree in Hospitality, Business Administration, or related field preferred.
Experience
1–3 years of customer service experience in hotels, F&B, retail, or corporate environments.
Prior experience in the UAE/GCC is an advantage.
Skills & Competencies
Excellent verbal and written communication skills in English; Arabic or other languages are a plus.
Strong problem-solving, interpersonal, and conflict resolution skills.
Good computer literacy (MS Office, CRM systems, booking systems, if in hospitality).
Professional, courteous, and guest/client-focused demeanor.
Ability to multitask and work under pressure.
Personal Attributes
Positive attitude, patience, and adaptability.
Team player with strong collaboration skills.
Reliable, punctual, and organized.
Willingness to work shifts, weekends, or public holidays if required (hospitality/retail environments).
Work Conditions
Office-based or front-desk/hospitality environment.
Shift work may be required depending on the industry (hotels, call centers, retail).
Interaction with customers/guests requires professional conduct and presentation.
Typical UAE/GCC Benefits
Competitive tax-free salary (market and experience dependent).
Employment visa and medical insurance per UAE/GCC labour laws.
Annual leave, end-of-service benefits, and gratuity per UAE/GCC regulations.
Training and career development opportunities.
Accommodation and transport allowance (employer-dependent, if applicable).
