Customer Service Officer

Ayla’s vision is to develop an inspirational destination to support Jordan’s sustainable economic growth by actualizing its mission to inspire and enrich people’s lives by delivering memorable experiences in an unparalleled seaside destination through a blend of art, music, sports, well-being, recreation and other unique entertainment activities.

At Ayla, every role is shaped by our core values: Passion, Excellence, Inclusion and Belonging, Credibility, Creativity and Innovation, and Sustainability. Three values guide our daily work, inspire how we lead and collaborate, and reflect our commitment to creating a thriving, inclusive, and forward-thinking organization.

The Customer Service Officer is responsible for delivering excellent customer support by addressing client inquiries, handling complaints, and ensuring smooth communication between customers and the company. The role focuses on enhancing customer satisfaction, maintaining service quality, and supporting the Client Relations team in resolving issues efficiently.

DUTIES & RESPONSABILITIES:

•         Handle customer inquiries promptly via phone, email, and in-person interactions.
•          Resolve complaints and escalate complex issues as needed.
•         Provide information on services, facilities, and procedures.
•          Support clients with technical troubleshooting or service-related guidance.
•          Conduct satisfaction surveys and collect client feedback.
•          Assist in implementing digital solutions for customer support (e.g., chat systems).
•          Monitor and report service interruptions or technical problems affecting clients.
•         Support supervisors in monitoring customer service performance and reporting service gaps.
•          Assist in implementing customer service standards and policies.
•        P rovide guidance to junior staff in handling challenging cases
•          Maintain accurate records of customer interactions and complaints.
•          Maintain accurate customer records and service logs.
•          Prepare daily, weekly, and monthly reports on client interactions.

• Working proficiency in helpdesk ticketing systems or CRM platforms.
•  Advanced MS Office for correspondence, record management, and basic reporting.
•  Strong multi-channel communication skills — phone, email, and in-person client handling.
• Basic understanding of facilities management service categories and response timelines.
• Bilingual proficiency in Arabic and English — written and verbal.
• Familiarity with CAFM platforms or community management systems.
• Experience with customer satisfaction tools and feedback management processes.
•  Patient and empathetic — handles complaints and difficult interactions with composure and genuine care.
•  Detail-oriented in request logging, status tracking, and correspondence accuracy.
• Organized — manages multiple open interactions simultaneously without losing service quality.
•  Prior experience in hospitality, real estate, or facilities management environments preferred.
• Demonstrated experience handling client interactions across phone, email, and in-person channels