Executive Customer Happiness

Company Overview 

From the love of gym and community, SQUATWOLF, a gymwear brand was established in Dubai, UAE, in 2016, with a vision to elevate the human experience, lifting the weight of modern life by creating components that help people become stronger.  
SQUATWOLF grew exponentially over the following few years, initially in the Middle East, but very quickly on a global scale serving customers and athletes in 100+ countries. SQUATWOLF is all about progress—pushing boundaries, evolving, and constantly striving for better. As part of this journey, we’re shaping an elevated Brand Team that will help build the most desirable gymwear brand that inspires people to become stronger.
SQUATWOLF.COM 

Role Overview

The ideal candidate should be able to thrive under pressure, handle escalated customer situations with empathy and professionalism. They need to be committed to providing world-class support, turning challenges into opportunities to build loyalty. Detail-oriented and fluent in English and Arabic, with a neutral accent, they ensure accurate records and seamless communication with diverse customers.

Responsibilities

1. Fluency in Arabic and English

Communicate effectively with customers across different regions in both written and spoken form

Translate communication between teams or customers when required

Draft emails, reports, and responses with accuracy and cultural sensitivity

  2. Handling Customer Escalations

Address escalated complaints with patience, empathy, and urgency

Follow up consistently until resolution is achieved

Provide tailored solutions to complex customer concerns

Escalate internally when needed, while keeping the customer informed

3. Problem Solving

Identify the root cause of customer issues

Coordinate with departments

Provide prompt, actionable solutions to minimize customer inconvenience

Document unique cases for future reference and prevention

 4. Customer Retention

Resolve complaints in a customer-centric way

Offer goodwill gestures or compensation where appropriate

Follow up to ensure satisfaction after the issue is resolved

Encourage feedback to improve future experiences

5. Post-Order Support

Track and resolve delivery delays or errors

Coordinate returns or exchanges in line with company policies

Liaise with courier and warehouse teams as needed

Update customers regularly on the status of their orders

 6. Improve COD Success

Analyze reasons for COD failures (e.g., incorrect addresses, rejection)

Recommend process changes to improve delivery success

Work closely with logistics partners to ensure smoother execution

Educate customers on COD procedures and expectations

 7. Customer Engagement

Maintain regular communication during issue resolution

Set clear, realistic timelines and outcomes

Ensure customers feel heard and valued throughout the process

Personalize interactions to increase engagement and satisfaction

 8. Report Management

Maintain accurate records of all escalations and resolutions

Prepare periodic reports highlighting key issues and resolutions

Identify recurring problems and suggest preventive measures

Share insights with internal teams to enhance service delivery

 Key Requirements

Must be fluent in both Arabic and English, both verbal and written.

Critical thinking

Excellent communication and interpersonal skills

Problem-solving and conflict resolution

Ability to work under pressure and handle multiple tasks

Proficiency in using customer support tools and software

Strong organizational and time-management skills