Customer Service Representative

About The Opportunity A dynamic trading and logistics firm operating across the Middle East, we specialize in import-export operations with a strong focus on customer-centric service delivery. Our team supports international clients navigating complex supply chains, documentation, and customs clearance—with speed, accuracy, and personalized support at every touchpoint. We empower our customer service representatives to be the frontline drivers of client satisfaction and operational excellence. Role & Responsibilities • Respond promptly to customer inquiries via phone, email, and live chat—resolving issues related to orders, shipments, documentation, and customs. • Coordinate with logistics, finance, and operations teams to track shipments, update clients, and escalate delays or discrepancies. • Maintain accurate customer records and documentation in CRM systems, ensuring compliance with regional trade regulations. • Proactively inform clients of shipment status, delivery timelines, and required documentation to prevent delays. • Identify recurring customer pain points and recommend process improvements to enhance service efficiency. • Represent the company professionally in all communications, reflecting cultural sensitivity and brand values in UAE business context. Skills & Qualifications • Must-Have • CRM software (e.g., Salesforce, Zoho, HubSpot) • Microsoft Office Suite (Excel, Word, Outlook) • Customer service ticketing systems (e.g., Zendesk, Freshdesk) • Excellent verbal and written English communication • Basic knowledge of UAE customs and import-export documentation • Strong problem-solving and conflict-resolution skills • Preferred • Arabic language proficiency (written and spoken) • Experience in logistics, freight forwarding, or trading sectors • Familiarity with ERP systems like SAP or Oracle Benefits & Culture Highlights • Fast-paced, multicultural work environment with exposure to global trade operations. • Career growth opportunities in customer success, operations, or account management tracks. • Competitive salary + performance incentives + Emiratization support programs. Skills: customer service,documentation,operations Show more Show less