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Customer Care & Operations
On-Site Only | Full Time | Benefits
Join The Team
"Dawrati"is a leading marketing consulting company in the Arab World dedicated to helping coaches and consultants market their coaching businesses and achieve their goals. We provide a range of coaching and marketing services designed to empower coaches and consultants and scale thier online coahcig business.
We are seeking a motivated and detail-oriented Customer Care & Operations professional who will be responsible for ensuring smooth day-to-day communication with clients and internal teams. The ideal candidate will play a critical role in delivering excellent customer service (in Arabic) and will collaborate closely with our sales, marketing, and delivery teams. This role is full-time and based in our Dubai office.
Key Responsibilities:
Respond to customer inquiries via email / WhatsApp in a timely and professional manner.
Provide accurate information about our programs, services, and products.
Address and resolve customer issues, complaints, and concerns with empathy and efficiency.
Build and maintain strong relationships with clients to ensure high satisfaction and loyalty levels.
Follow up with customer orders, registrations, and payment plans accurately.
Maintain accurate and up-to-date customer records joining our services, including contract signing for our products and services.
Investigate and resolve customer issues, escalating to higher management when necessary.
Collaborate with other departments to resolve complex issues and escalate cases when necessary.
Track and organize customer feedback, operational data, and performance metrics to provide insights for process improvements.
Identify trends and areas for improvement based on customer feedback and interactions.
Participate in training and professional development opportunities to enhance skills.
Contribute to a positive and collaborative team environment.
Results - What Are We Expecting From This Role
Follow up with clients to ensure their needs are met and to gather feedback on their experience.
Coordinate with other departments to address and resolve complex issues.
Provide feedback and suggestions to improve customer service processes and procedures.
Process customer orders, registrations, and payments accurately.
Participate in regular team meetings to discuss performance and share best practices.
Assist in the business's day-to-day operations, including internal operations between other departments, ensuring the tasks are completed respectfully to the deadlines.
Stay informed about the latest developments in customer service best practices and tools.
Assist in live and virtual workshop operations, ensuring the delivery of the workshop.
Requirements
Location: Must reside in Dubai, UAE.
Languages: Fluent in both Arabic (native) and English.
Experience: Minimum 2 years of experience in customer support or operations, preferably in the e-learning or online business industry.
Excellent communication and interpersonal skills.
Strong problem-solving abilities and a customer-focused attitude.
Ability to handle multiple tasks and manage time effectively.
Proficiency in using customer service software, CRM systems, and Google Drive.
A high school diploma or equivalent, as well as additional qualifications in customer service or a related field, are a plus.
Experience in the marketing and coaching industry is a plus.
Competencies
People skills: You’re going to be talking with people all day. Being a natural rapport builder is going to hedge your bets of success (this DOESN’T mean you have to be an extrovert).
Integrity: Be someone who follows through with what you say. Be honest with prospects. And only enroll clients who’re a great fit.
Leadership: You must always lead prospects to the best decision for them EVEN IF that decision is outside of their comfort zone. Take a stand for what’s BEST for people.
Proactive: Wherever you are in relation to your projections, you must know why. If you’re ahead, you must know what you’re doing well and what needs to be reinforced. If you’re behind, you must have the awareness to know WHY you're behind. Proactive behavior will create awareness. And your awareness will allow you to adjust your behavior to get the results.
Attention to detail: You will be tasked with staying up to date with your numbers and CRM activities. This is secondary to HITTING your numbers but still important.
High standards: You’re tasked with helping prospects live up to their highest standards. Therefore, YOU must live up to your own high standards.
Poise: You’ll be having crucial conversations on a daily basis which - a lot of times - can be life-changing conversations for the prospect. You must be calm under pressure and hold firm to help the prospect make the best decision for them.
Benefits
Competitive salary.
Opportunity to make a significant impact on the company’s content and marketing efforts.
Professional development and training opportunities.
Collaborative and supportive work environment.
What We Can Do Together
We’re on a mission to help business owners make a larger, more meaningful impact without compromising the things in life that matter most - family, purpose, margin, etc. We combine marketing, design, and offer strategy to support everyday business owners who care about the integrity of their brand, their marketing, their funnels, and ultimately, their customers.
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We Can't Wait To Work Together!
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