Role Overview – Al Aabdi Holding is hiring a Customer Service Officer for a full-time, on-site role based in Dubai, UAE. This position is ideal for customer-focused professionals with strong communication skills, service excellence orientation, and the ability to handle customer inquiries, resolve issues, provide support, and deliver exceptional customer experiences within a holding company and business group environment.

Customer Service and Support Delivery – You will deliver customer service and support by responding to customer inquiries via phone, email, and in-person, addressing customer questions and concerns professionally, providing information about products, services, and offerings, assisting customers with requests and needs, resolving customer issues effectively, maintaining courteous communication, and ensuring positive, helpful customer interactions.

Inquiry Management and Response – You will manage inquiries and responses by handling customer questions about services across group companies, providing accurate information and guidance, explaining processes and procedures, coordinating appropriate responses, directing inquiries to relevant departments or companies, following up on customer requests, and ensuring comprehensive, timely responses to all customer communications.

Issue Resolution and Problem-Solving – You will resolve issues and solve problems by addressing customer complaints and concerns, investigating problems thoroughly, coordinating with internal teams on solutions, implementing service recovery initiatives, escalating complex matters to supervisors or management, tracking issue resolution, and ensuring customer satisfaction and positive outcomes.

Customer Relationship Management – You will manage customer relationships by building positive relationships with clients, maintaining regular communication, understanding customer needs and preferences, providing personalized service, serving as primary contact point for customer matters, ensuring customer retention and loyalty, and fostering long-term customer partnerships.

Documentation and Record Management – You will manage documentation and records by logging customer interactions and transactions, maintaining customer files and databases, documenting inquiries and resolutions, updating customer information, tracking service requests, recording complaint details, ensuring accurate documentation, and maintaining organized customer records.

Service Quality and Standards Maintenance – You will maintain service quality by adhering to customer service protocols and standards, following company policies and procedures, ensuring consistent service delivery, maintaining professional communication standards, meeting quality metrics and targets, upholding brand standards, and delivering consistently excellent customer service.

Cross-Functional Coordination and Support – You will coordinate cross-functionally by liaising with various departments and group companies, communicating customer needs and requirements, coordinating service delivery across functions, facilitating information flow, supporting integrated customer service, resolving interdepartmental issues, and ensuring seamless customer experiences.

Customer Feedback and Satisfaction Tracking – You will track feedback and satisfaction by collecting customer feedback and comments, monitoring customer satisfaction levels, documenting customer suggestions, identifying improvement areas, reporting feedback to management, supporting customer experience enhancement, and contributing to service quality improvement.

How to Apply:

Send your updated CV to ilyas@alaabditravel.com. Please highlight your customer service officer experience, your communication and problem-solving capabilities, your computer and system proficiencies, any travel, hospitality, or service industry background, your language skills, and your ability to handle diverse customer inquiries and deliver exceptional service experiences. Forward to anyone in your network who may be a strong fit.

About the Company:

Al Aabdi Holding is a business group in Dubai, UAE, committed to operational excellence and professional customer service across its portfolio of companies. The holding company is seeking a professional, customer-focused Customer Service Officer who brings strong communication skills, service excellence orientation, and a genuine commitment to customer satisfaction to handle inquiries, resolve issues, support customers, and deliver exceptional service experiences that represent Al Aabdi Holding's values and support business success in Dubai.