Service Ambassador - Dubai - Eunoia Mobility

    Eunoia Mobility
    Eunoia Mobility Dubai

    1 week ago

    Description

    Job Title: Service Ambassador (Customer Service Representative)

    Department: Customer Experience & Community Engagement

    Location: Dubai, UAE

    Reports To: Customer Experience Manager / Head of Operations

    Employment Type: Full-Time | UAE Residency Required

    Position Purpose

    As a Service Ambassador at Eunoia Accessible Transport, you are the first point of contact for passengers, families, caregivers, and institutional partners. This role is essential in building trust, resolving issues, and ensuring that every rider feels valued, safe, and supported. You will handle inbound and outbound communication across channels, support service coordination, and act as a customer advocate—especially for People of Determination, elderly clients, and healthcare users. This role requires individuals who care deeply about people and are committed to respectful, inclusive service.

    Key Responsibilities

    1. Customer Communication & Support
      • Answer inbound inquiries via phone, email, or chat professionally and empathetically.
      • Assist customers with ride scheduling, service confirmations, cancellations, and rescheduling requests.
      • Provide clear information on service availability, coverage areas, eligibility, and support protocols.
      • Communicate effectively with dispatch and field teams to address time-sensitive rider needs.
      • Proactively reach out to riders and families with reminders, feedback follow-up, or service updates.
    2. Issue Resolution & Service Recovery
      • De-escalate concerns from clients, caregivers, or stakeholders and resolve complaints with urgency and care.
      • Document all interactions using the CRM or customer tracking platform.
      • Escalate safety, behavioral, or incident-related calls to the appropriate internal team.
      • Identify patterns in feedback to support continuous service improvement.
    3. Passenger Support & Accessibility Awareness
      • Serve as an informed advocate for riders with disabilities, behavioral needs, or mobility challenges.
      • Understand UAE disability rights and inclusive language to ensure appropriate interaction.
      • Support non-verbal, elderly, or sensory-sensitive passengers with tailored communication and family outreach.
    4. Administrative Support & Coordination
      • Maintain accurate records of customer profiles, service preferences, and feedback.
      • Assist with satisfaction surveys, testimonial collection, or impact reporting.
      • Support community and outreach campaigns during service launches or expansions.

    Qualifications

    • Minimum 2–3 years of experience in a customer service, call center, or passenger support role.
    • Prior experience in healthcare, paratransit, social services, or hospitality sectors is preferred.
    • Fluent in English; proficiency in Arabic, Tagalog, or Urdu is highly valued.
    • Excellent verbal and written communication skills with a calm, patient demeanor.
    • High emotional intelligence and sensitivity to cultural, medical, or behavioral differences.
    • Proficient in CRM, scheduling platforms, and digital communication tools.
    • Basic understanding of UAE data privacy laws (PDPL) and rider confidentiality expectations.

    Preferred Traits

    • Passion for inclusive service and disability rights.
    • Comfort working in a fast-paced, mission-driven team.
    • Ability to handle emotionally sensitive conversations professionally.
    • Reliable, punctual, and detail-oriented.

    Performance Metrics

    • First-contact resolution rate and average response time.
    • Customer satisfaction score (CSAT).
    • Number of resolved complaints and positive recovery outcomes.
    • Accuracy and completeness of customer records and documentation.

    Compensation & Benefits

    • Competitive salary.
    • Paid training in customer care, disability etiquette, and communication.
    • Opportunities to grow into supervisory or outreach roles.
    • Wellness resources and mental health support.
    • Recognition programs for excellence in empathy and service.

    Apply Today

    If you are a people-first communicator who wants to make every ride matter and every voice heard, apply to become a Service Ambassador at Eunoia Accessible Transport.

    Send your CV and a brief cover letter to:

    #J-18808-Ljbffr

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