Service Ambassador

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.

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.

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.

• 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…