Customer Happiness Senior Officer

Job Description

• Develop and implement advanced mechanisms to manage customer inquiries, suggestions, and complaints, ensuring timely responses and high-quality solutions.
• Supervise and coordinate responses to all internal and external stakeholder inquiries across multiple channels (phone, email, in-person, voicemail), ensuring effective collaboration with relevant Library units.
• Design and enhance the customer happiness journey in coordination with the department team, providing continuous improvement recommendations.
• Participate in planning and executing community initiatives and programs aimed at improving the satisfaction of internal and external stakeholders, including evaluating their impact and effectiveness.
• Monitor and ensure the implementation of responses to stakeholder inquiries, complaints, and suggestions, reporting outcomes to senior management.
• Analyze developmental proposals and stakeholder feedback to prepare strategic recommendations for service improvement and customer journey enhancement.
• Oversee the application of customer excellence standards (7-Star Service), ensuring compliance with Dubai Government regulations, guidelines, and best practices.
• Provide technical and supervisory support to the Customer Happiness team to ensure high-quality performance.
• Participate in the preparation and review of customer happiness policies and procedures, ensuring continuous updates and alignment with best practices.
• Perform any other tasks or responsibilities related to the department’s work as assigned by the direct supervisor.
  
  

Qualifications

• Bachelor’s degree in Business Administration or equivalent, with a preference for a certification in Customer Service and Happiness.
• 3–5 years of experience in customer service.
  
  

Mohammed Bin Rashid Library was established by law no.14 in 2016 in line with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE, and Ruler of Dubai, to develop a knowledge society in Dubai and the UAE. As one of the most ambitious cultural and intellectual initiatives in the Arab world, the library's design was inspired by the 'Rehal', the traditional wooden book rest.

The Library aims to spark a passion for knowledge throughout UAE society, especially the youth, in addition to the conservation and promotion of Arabic literature, culture, and heritage by supporting and promoting reading, research, creativity, and entrepreneurship. Therefore, the Library offers free access to a unique collection of books and other knowledge resources.

Contact Details - Mohammed Bin Rashid Library

P.O. Box: 9040 Dubai UAE

Tel.: 047073333

E-mail: [email protected]

Ask Dubai Tel: 600 560 000

For more information, visit our website

Job Category

Administration

Advertiser

Dubai Government

Educational-level

Bachelor

Required Nationality

UAE Only

Monthly Salary

20001-30000

Schedule-Time

Full time

Job Posting

16/09/2025

Unposting Date

Ongoing