Executive Customer

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