Customer Service Officer

About the role

Ayla, a seaside destination in Jordan focused on art, music, sports, well-being and recreation, is looking for a Customer Service Officer in Aqaba. The officer delivers excellent customer support by answering client inquiries, handling complaints and keeping communication between customers and the company smooth, while supporting the Client Relations team in resolving issues efficiently.

Key responsibilities

• Handle customer inquiries promptly by phone, email and in person
• Resolve complaints and escalate complex issues when needed
• Provide information on services, facilities and procedures
• Support clients with technical troubleshooting or service guidance
• Run satisfaction surveys and collect client feedback
• Help implement digital customer support tools such as chat systems
• Monitor and report service interruptions and technical problems
• Assist supervisors in monitoring service performance and reporting gaps
• Help implement customer service standards and policies, and guide junior staff on difficult cases
• Maintain accurate records of interactions, complaints and service logs, and prepare daily, weekly and monthly reports

Required profile

• Bilingual Arabic and English, written and spoken
• Patient and empathetic, able to handle complaints and difficult interactions calmly
• Detail-oriented and organized, managing several open requests at once
• Experience in hospitality, real estate or facilities management preferred

Required skills

• Proficiency in helpdesk ticketing systems or CRM platforms
• Advanced MS Office for correspondence, records and basic reporting
• Familiarity with CAFM platforms or community management systems
• Experience with customer satisfaction tools and feedback management