Senior Customer Care Advisor
Job Description
About Us:
The Applied AI Company (AppliedAI) is a pioneering AI technology company headquartered in Abu Dhabi, committed to innovation and excellence in artificial intelligence solutions across regulated industries such as healthcare, insurance, government, and financial services.
We are seeking a dedicated and experienced Senior Customer Support Advisor to join our growing team. In this role, you will handle complex customer cases while also contributing to the continuous improvement of the support function. Beyond managing customer interactions across calls, emails, and WhatsApp, you will take ownership of proactive outreach initiatives, provide insights on CSAT and NPS trends, and collaborate closely with the Quality & Training Lead to support coaching and feedback.
Position Overview:
The Senior Customer Support Advisor plays a dual role of handling advanced customer cases and supporting the continuous improvement of the support function. In addition to managing customer interactions across multiple channels (calls, emails, WhatsApp), this role contributes to proactive outreach initiatives, provides insights on CSAT and NPS, and supports the Quality & Training Lead with feedback and coaching. The Senior Advisor ensures customer satisfaction while helping shape a culture of excellence and growth within the team.
Key Responsibilities:
Customer Interaction & Case Management
– Handle customer inquiries via phone, email, and WhatsApp, focusing on complex or escalated cases.
– Conduct outbound communication to proactively engage customers (e.g., follow-ups, feedback collection, issue resolution).
– Log and categorize cases accurately in the CRM, ensuring complete and detailed records.
– Provide accurate solutions and escalate only when necessary.
Performance & Insights:
– Monitor and provide insights on CSAT and NPS results, identifying patterns and improvement opportunities.
– Collaborate with the Quality & Training Lead to align insights with coaching and training plans.
– Share recurring customer pain points with internal teams to drive product and process improvements.
Team Support & Collaboration:
– Act as a point of support for Customer Support Advisors, offering guidance on complex cases.
– Provide feedback to advisors to improve quality, tone, and resolution accuracy.
– Collaborate with Operations, Tech, and other teams to resolve issues promptly.
Compliance & Standards:
– Uphold company privacy and data protection guidelines in all customer interactions.
– Maintain empathy, professionalism, and consistency across all communication channels.
– Contribute to QA initiatives and participate in calibration sessions to ensure team alignment.
Requirements:
– Minimum 3 years of experience in customer care, preferably with at least 1 year in a senior role.
– Experience in technology or SaaS environments is strongly preferred.
– Strong verbal and written communication skills in English and Arabic.
– Proven ability to manage escalations and complex cases effectively.
– Familiarity with CRM systems and multi-channel support (calls, email, WhatsApp).
– Analytical mindset with ability to interpret customer insights (CSAT, NPS).
Key Competencies
– Leadership Support: Provides mentoring and acts as a role model for advisors.
– Customer Focus: Champions customer-first approaches in every case.
– Analytical Thinking: Identifies trends and leverages insights for improvement.
– Communication: Strong ability to deliver clear, empathetic, and professional messaging.
– Proactivity: Anticipates issues, takes initiative on outbound and feedback activities.
What Success Looks Like
– High CSAT and NPS scores driven by proactive and effective support.
– Demonstrated reduction in escalations due to improved frontline handling.
– Recognized as a trusted support figure for both customers and team members.
– Positive contribution to training, coaching, and process improvements.
