Job Description

SERVICE AMBASSADOR (Customer Service Representative)

(Customer Experience, Guest Relations & Mobility Concierge Services)

Location:
United Arab Emirates
Employment Type: Full-Time
Reporting To: Operations Manager / Customer Experience Lead

The Service Ambassador is a frontline customer experience professional responsible for delivering exceptional service, communication, and support across multiple mobility sectors.

This role serves as a primary point of contact for passengers, families, caregivers, hotels, healthcare providers, tourism partners, and institutional stakeholders, helping ensure every journey is coordinated with professionalism, dignity, responsiveness, and care.

Service Ambassadors help create a seamless experience before, during, and after transportation services by supporting bookings, inquiries, customer communication, service recovery, partner coordination, and passenger satisfaction initiatives.

This role goes beyond traditional customer service and represents the company's commitment to hospitality-inspired, human-centered mobility experiences.

SERVICE ENVIRONMENTS YOU WILL SUPPORT

Depending on assignment, training, and operational needs, Service Ambassadors may support activities across one or more of the following environments:

Medical & Injury Mobility

Supporting passengers, caregivers, healthcare facilities, and treatment-related transportation coordination.

Neuro, Sensory & Autism Mobility

Providing patient, structured, and sensory-aware communication support for neurodivergent individuals and families.

Children & Special Needs Mobility

Supporting families, schools, caregivers, and educational transportation programs.

Education & School Transportation

Assisting students, schools, universities, and educational partners with transportation-related communication and support.

Airport, Hotel & Travel Mobility

Supporting accessible tourism, hotel partnerships, airport transfers, visitor assistance, and travel coordination.

Accessible Transport, Microtransit & Daily Mobility

Supporting everyday transportation services, bookings, and customer communication.

Community, Independent Living & Aging-in-Place Mobility

Supporting seniors, caregivers, and community-based transportation programs.

Workforce, Recovery & Return-to-Life Mobility

Supporting transportation coordination for employment, rehabilitation, and community reintegration activities.

Events, Sports, Veterans & Protocol Mobility

Supporting conferences, exhibitions, sporting events, veteran programs, VIP transportation, and protocol-led services.

Emergency, Humanitarian & Special Operations Mobility

Supporting communication and stakeholder coordination during specialized operations when required.

Assignments are based on training, experience, and operational needs. Service Ambassadors are not expected to support all service environments at once.

SERVICE AMBASSADOR STANDARD (HOW WE OPERATE)

All Service Ambassadors are expected to:

• Deliver hospitality-level customer service and professionalism
• Communicate clearly, respectfully, and proactively with all stakeholders
• Respond to inquiries with urgency, empathy, and accuracy
• Create confidence and trust through consistent communication and follow-through
• Support passengers with dignity, patience, and professionalism
• Anticipate customer needs and proactively resolve concerns
• Maintain accurate records, communications, and service documentation
• Support continuous improvement through customer feedback and service insights
• Uphold confidentiality, integrity, and professionalism at all times
• Act as a professional ambassador for the company across all service environments

Service Ambassadors are trusted professionals who take ownership of customer satisfaction, communication, relationship management, and service excellence throughout the customer journey.

KEY RESPONSIBILITIES

• Serve as a primary point of contact for passenger, family, caregiver, partner, and stakeholder inquiries
• Support trip requests, bookings, service inquiries, and transportation coordination activities
• Provide accurate information regarding services, scheduling, policies, and operational procedures
• Coordinate communication between passengers, Mobility Champions, Care Companions, Journey Coordinators, and operational teams
• Support hotel, tourism, healthcare, education, government, and institutional partners
• Conduct customer follow-ups and satisfaction outreach activities
• Assist with service recovery and issue resolution efforts
• Maintain accurate CRM records, customer profiles, and communication logs
• Support onboarding of new clients, partners, and service users
• Assist with proposals, presentations, customer-facing materials, and communication initiatives
• Support conferences, exhibitions, networking events, and public-facing activities
• Monitor customer feedback and identify opportunities for service improvement
• Maintain professional communication through phone, email, messaging platforms, and digital channels
• Support special projects and customer experience initiatives as assigned

QUALIFICATIONS & EXPERIENCE

• High School Diploma required; Associate's or Bachelor's Degree preferred
• Minimum one (1) year of experience in customer service, hospitality, tourism, healthcare support, passenger services, guest relations, or related fields
• Experience working with diverse populations and service-oriented environments is highly preferred
• Experience in accessibility, healthcare, tourism, hospitality, education, transportation, or community services is an advantage
• Ability to work in fast-paced and customer-facing environments

LICENSING & REGULATORY REQUIREMENTS

• Ability to pass background checks and screening requirements where applicable
• Completion of required internal training programs
• Compliance with company policies and organizational requirements

REQUIRED SKILLS & COMPETENCIES

• Exceptional customer service and interpersonal skills
• Strong verbal and written communication abilities
• Professional phone and email etiquette
• Strong empathy, patience, and emotional intelligence
• Ability to manage multiple customer interactions simultaneously
• Strong organizational and follow-through skills
• Proficiency in Microsoft Office and CRM platforms
• Problem-solving and conflict-resolution abilities
• Cultural awareness and professionalism when working with diverse communities
• Ability to remain calm and professional during challenging situations

PREFERRED CERTIFICATIONS & TRAINING

• Customer Service Excellence Training
• Hospitality or Guest Relations Training
• Accessibility Awareness Training
• Autism Awareness Training
• Communication & Conflict Resolution Training
• CRM Platform Experience
• Tourism or Healthcare Customer Service Experience

(Training support may be provided for suitable candidates.)

WHY JOIN

• Purpose-driven work across multiple mobility sectors
• Structured, professionally managed, and customer-focused environment
• Opportunity to make a meaningful impact on accessibility and inclusion
• Exposure to healthcare, tourism, education, accessibility, and community mobility sectors
• Ongoing training and professional development opportunities
• Performance recognition and career growth opportunities
• Opportunity to represent a premium, inclusive, and mission-driven mobility brand

Service Ambassadors receive structured onboarding, customer experience training, sector-specific preparation, and opportunities to grow into customer experience leadership, partner relations, business development support, and management pathways over time.

CORE MESSAGE

Welcome with Confidence. Support with Care. Elevate Every Journey.

If you take pride in hospitality, communication, relationship-building, and meaningful work, we invite you to apply and become a Service Ambassador.