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 RequiredPosition 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 is a role for individuals who care deeply about people and are committed to respectful, inclusive service.Key Responsibilities Customer Communication & Support Answer inbound inquiries via phone, email, or chat in a professional and empathetic mannerAssist customers with ride scheduling, service confirmations, cancellations, and rescheduling requestsProvide clear information on service availability, coverage areas, eligibility, and support protocolsCommunicate effectively with dispatch and field teams to address time-sensitive rider needsProactively reach out to riders and families with reminders, feedback follow-up, or service updatesIssue Resolution & Service Recovery De-escalate concerns from clients, caregivers, or stakeholders and resolve complaints with urgency and careDocument all interactions using the CRM or customer tracking platformEscalate safety, behavioral, or incident-related calls to the appropriate internal teamIdentify patterns in feedback to support continuous service improvementPassenger Support & Accessibility Awareness Serve as an informed advocate for riders with disabilities, behavioral needs, or mobility challengesUnderstand UAE disability rights and inclusive language to ensure appropriate interactionSupport non-verbal, elderly, or sensory-sensitive passengers with tailored communication and family outreachAdministrative Support & Coordination Help maintain accurate records of customer profiles, service preferences, and feedbackAssist with satisfaction surveys, testimonial collection, or impact reportingSupport community and outreach campaigns during service launches or expansionsQualifications Minimum 2–3 years of experience in a customer service, call center, or passenger support rolePrior experience in healthcare, paratransit, social services, or hospitality sectors is preferredFluent in English; Arabic, Tagalog, or Urdu proficiency is highly valuedExcellent communication skills—both verbal and written—with a calm, patient demeanorHigh emotional intelligence and demonstrated sensitivity to cultural, medical, or behavioral differencesProficient in CRM, scheduling platforms, and digital communication toolsBasic understanding of UAE data privacy laws (PDPL) and rider confidentiality expectationsPreferred Traits Passion for inclusive service and disability rightsComfort working in a fast-paced, mission-driven teamAbility to handle emotionally sensitive conversations with professionalismReliable, punctual, and detail-orientedPerformance Metrics First-contact resolution rate and average response timeCustomer satisfaction score (CSAT)Number of resolved complaints and positive recovery outcomesAccuracy and completeness of customer records and documentationCompensation & Benefits Competitive salaryPaid training in customer care, disability etiquette, and communicationOpportunities to grow into supervisory or outreach rolesWellness resources and mental health supportRecognition programs for excellence in empathy and serviceApply 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: ea.ytilibomaionueobfsctd-39a732@sreerac