Customer Services Officer

CATEGORY Non Faculty Vacancies
College Departments
Department Public Relations Department
Job Purpose

To serve as a primary representative of the University of Sharjah, dedicated to delivering an exceptional and seamless experience for all stakeholders, including students, patients, families, and visitors. The role is responsible for facilitating clear communication, managing multi-channel inquiries, and resolving service-related concerns with empathy and professionalism. By accurately documenting feedback and aligning daily operations with the University’s excellence goals, the Customer Services team ensures service quality, fosters a culture of continuous improvement, and maintains compliance with institutional and accreditation standards.

Main accountabilities & expectations

• Greet and assist visitors/patients, guiding them through service touchpoints (registration, clinics, or offices) to ensure a seamless and patient-centered experience.
  

• Proactively identify and assess customer/visitor needs to provide accurate, valid, and complete information using approved methods and tools to achieve maximum satisfaction.
  

• Review and maintain a deep understanding of all related University/Departmental policies and procedures to accurately address stakeholder inquiries and carry out daily tasks as expected.
  

Manage large volumes of incoming calls, emails, and in-person inquiries professionally and within established timeframes.

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• Provide up-to-date information regarding the department’s activities, such as admission dates, academic deadlines, clinical services, and special events.
• Transfer telephone calls to the appropriate personnel or departments accurately based on the subject matter of the inquiry.
  

• Receive and document customer complaints, compliments, and suggestions. Resolve routine issues independently and escalate complex cases to the concerned supervisor or department.
  

• Assist in conducting satisfaction surveys by collecting responses and compiling data to support service improvement recommendations.
  

• Follow up on resolutions and report outcomes through established systems (e.g., Incident Management System or AxiUm).
  

• Update and maintain departmental databases, including staff directories, contact lists, and KPI dashboards related to service quality.
  

• Guide visitors/patients in using online booking tools, digital feedback platforms, and other self-service technologies to improve accessibility and efficiency.
• Record and maintain data related to customer happiness and service quality for management review and accreditation purposes.
  

• Facilitate communication between internal departments to relay customer concerns and support actions that address service gaps
  
  
• Complete any other job-related tasks as assigned by the line manager in the concerned college/department within the expected time limit

Actively participate in customer service training sessions to enhance skills in empathy, professionalism, and communication.

Required Skills

• Excellent oral and written communication skills and the ability to prepare professional documents, in both Arabic and English.
  

• Excellent working knowledge of personal computer applications with an emphasis on MS Office applications such as Excel, Word, and Teams.
  

• Ability to use specialized tools (e.g., Incident Management Systems, Complaint Log Forms) to document, track, and resolve grievances.
  

• Competency in using Excel and dashboard tools to compile satisfaction data and generate statistical reports for management.
  

• Ability to navigate departmental-specific software, such as axiUm (for clinical settings), Queue Management Systems, and CRM platforms.
  

• Proficiency in managing digital service platforms, including online booking systems, SMS feedback tools, and virtual communication via Zoom.
  

• Skill in managing the end-to-end customer journey, ensuring all service touchpoints are smooth and customer-centered.
  

• Ability to handle complex customer complaints, compliments, and suggestions by accurately documenting issues and following up on resolutions.
  

• Ability to maintain a professional presence while standing at reception areas or moving through the facility to meet and guide patients during service touchpoints.
  

Ability to perform prolonged sitting for administrative tasks, such as documentation, data evaluation, and complaint analysis.

Desirable Requirements

• Minimum of a Diploma in Office Management, or a relevant discipline.
  

• A training or certification in Customer Service Diploma, Certified Customer Experience Professional (CCXP) would add an advantage.
  

• 2-4 years of UAE experience in a similar role, preferably in higher education institutions.
  

Priority is to UAE Nationals.

Job Location University of Sharjah (Main)
Job Criteria Gender , Male, Female,
Qualifications Certification/diploma
Relevant Experience 2
Living In UAE Open for all
Nationality , All,