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Customer Care Officer / Customer Service Executive / Guest Relations Officer
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).
