Service Excellence Executive

About Us

IFZA Dubai is the most dynamic and truly international Free Zone Community in the UAE, optimizing the country's strategic location and world-class infrastructure. We provide easy, reliable, and fast company formation services through our network of Professional Partners and Government Authorities.

Job Description

We are looking for a dedicated and empathetic Service Excellence Advisor to join our Quality & Service Excellence Department. This role serves as a key point of contact for handling customer complaints and feedback while ensuring timely, respectful, and effective resolutions. You will manage a caseload of complaints, liaise with internal departments, and support initiatives to improve service delivery across the organization.

Key Responsibilities

• Receive, address, and respond to customer complaints on behalf of the department.
• Ensure accurate tracking, analysis, and statutory reporting of complaints and feedback.
• Communicate regularly and empathically with customers to manage expectations.
• Handle sensitive matters, including allegations of negligence, with discretion and professionalism.
• Manage the full complaints process, coordinating with internal teams and senior managers.
• Monitor follow-up complaints to ensure continued resolution and customer satisfaction.
• Maintain and suggest improvements for the complaints and feedback management system.
• Support the implementation of effective complaint procedures and service quality standards.
• Represent the organization in liaising with clients and partners regarding escalated matters.
• Ensure every customer experiences a consistently positive journey with IFZA.
• Carry out all responsibilities in line with IFZA’s policies and service excellence procedures.
  
  

Requirements

• Bachelor’s degree preferred.
• Minimum 2 years of experience in complaint handling or customer service.
• Full English proficiency is required; additional languages are a plus.
• Strong communication skills with the ability to de-escalate and manage difficult conversations.
• Advanced computer literacy, including MS Excel, Outlook, and CRM software.
• Exposure to problem-solving methodologies (Lean, Six Sigma, Kaizen) is an advantage.
• Strong organizational and interpersonal skills with the ability to collaborate across teams.
• This position requires working in an office setting with standard office equipment.
• This position may occasionally require meeting customers face-to-face or attending company events.
  
  

Benefits

As an employee of IFZA, you can expect:

• 24 working days as annual leave
• Annual flight home
• Life insurance plan
• Medical insurance plan (with the option to upgrade at your own cost)
• Bonus scheme (in relevant departments)
• Access to exclusive Fazaa discounts (applicable in participating retail stores, food & beverage outlets, fitness clubs, cinemas, theme parks, clinics, and more)
  
  

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