Customer Service Agent (VIP Transport Service)

We are looking for a Customer Service Agent for a Transport Provider company based in Dubai. Location – Dubai, UAE Salary – Depending on Experience Key Skills & Experience: • Experience in a call centre, reservations, or customer support role (B2B preferred) • Strong attention to detail and accuracy • Ability to work in a fast-paced, high-volume environment • Excellent written and verbal communication skills • Strong organisational skills and ability to manage multiple tasks • Technically literate • A proactive and solution-oriented mindset • Ability to work collaboratively across teams Key Responsibilities: Customer Support • Provide high-quality support to B2B customers and VIP clients via chat, phone, email, and internal systems • Respond to queries promptly, professionally, and with a solution-focused approach • Ensure all communication reflects a high standard of professionalism and clarity Reservation Management • Accurately process and manage high end customer reservations within agreed timeframes • Ensure all booking details are complete, accurate, and aligned to customer requirements • Manage amendments, cancellations, and last-minute requests efficiently Web Support • Manage and respond to customer enquiries and bookings received through online chat function • Ensure all online requests are handled promptly, accurately, and in line with service level expectations • Monitor incoming digital requests to ensure timely responses and minimise delays • Support continuous improvement of digital engagement and online customer experience Service Coordination • Work closely with operations and delivery teams to ensure bookings are fulfilled accurately • Escalate issues appropriately and support resolution to maintain service levels • Monitor bookings to ensure successful delivery and minimise disruption Quality & Accuracy • Maintain a high level of attention to detail across all bookings and communications • Ensure all data is entered correctly into systems and is fully up to date • Follow established processes while identifying opportunities for improvement Continuous Improvement • Identify recurring issues or inefficiencies and raise them proactively • Contribute to improving internal processes and customer experience outcomes • Support consistency and best practice across the wider team Expected Outputs: • Accurate and timely processing of all reservations and customer requests • High-quality, professional communication across all channels • Efficient handling of queries, amendments, and operational issues • Strong internal collaboration to ensure seamless service delivery • Consistent adherence to processes and service standards Success Criteria: • High levels of accuracy in bookings and data entry • Strong response and turnaround times for customer queries • Positive feedback from internal teams and customers • Ability to manage workload effectively in a high-volume environment • Contribution to improving overall service efficiency and experience About the Role: The Customer Experience Executive plays a key role in delivering a high-quality, efficient, and professional support service to B2B clients and VIP customers through reservations management and service coordination. Operating within a fast-paced environment, the role focuses on the accurate handling of bookings, managing customer requests, and ensuring a seamless end-to-end service experience. It requires strong attention to detail and a commitment to maintaining the highest standards of customer care, responsiveness, and operational excellence. This role is integral to shaping the overall customer experience, ensuring every interaction and touchpoint reflects a consistent, high-quality service aligned with the organisation’s standards. Show more Show less

Experience in a call centre, reservations, or customer support role (B2B preferred). Strong attention to detail and accuracy. Ability to work in a fast-paced, high-volume environment. Excellent written and verbal communication skills. Strong organisational skills and ability to manage multiple tasks. Technically literate. A proactive and solution-oriented mindset. Ability to work collaboratively across teams.

Customer Support: Provide high-quality support to B2B customers and VIP clients via chat, phone, email, and internal systems; respond to queries promptly, professionally, and with a solution-focused approach; ensure all communication reflects a high standard of professionalism and clarity. Reservation Management: Accurately process and manage high-end customer reservations within agreed timeframes; ensure all booking details are complete, accurate, and aligned to customer requirements; manage amendments, cancellations, and last-minute requests efficiently. Web Support: Manage and respond to customer enquiries and bookings received through online chat function; ensure all online requests are handled promptly, accurately, and in line with service level expectations; monitor incoming digital requests to ensure timely responses and minimise delays; support continuous improvement of digital engagement and online customer experience. Service Coordination: Work closely with operations and delivery teams to ensure bookings are fulfilled accurately; escalate issues appropriately and support resolution to maintain service levels; monitor bookings to ensure successful delivery and minimise disruption. Quality & Accuracy: Maintain a high level of attention to detail across all bookings and communications; ensure all data is entered correctly into systems and is fully up to date; follow established processes while identifying opportunities for improvement. Continuous Improvement: Identify recurring issues or inefficiencies and raise them proactively; contribute to improving internal processes and customer experience outcomes; support consistency and best practice across the wider team.