Senior Customer Service Representative (Tech Support)

Senior Customer Service Representative 🚨 📍 Location: UAE 💰 Salary: AED 4,500 – 5,500 per month 💼 Experience: 2–4 Years 🏢 Department: Business Care / Operations 🎓 Education: Bachelor's Degree or Diploma in Business, IT, Communications, Customer Service, or a related field. Are you an experienced customer service professional with a strong background in B2B Telecom support, customer case management, and complaint resolution? We are looking for a Senior Customer Service Representative(Technical Support) to join our team and deliver exceptional customer support to business and enterprise customers. 🔹 Key Responsibilities • Handle customer interactions through hotline, email, chat, WhatsApp, and other approved channels. • Provide B2B customer support for telecom products and services. • Manage customer complaints, service requests, billing inquiries, and order-related issues. • Handle customer verification, account ownership, and authorization processes. • Diagnose and coordinate resolution of service issues related to fixed, mobile, internet, IPTV, leased lines, MPLS, and managed services. • Create, update, track, and close customer cases with accurate documentation. • Ensure timely follow-ups, SLA adherence, and customer satisfaction. • Coordinate with internal technical and operational teams for issue resolution. • Escalate critical, repeated, aging, and VIP customer complaints through the approved escalation matrix. 🔹 Required Skills & Experience • 2–4 years of experience in Telecom Customer Service, B2B Support, Contact Center, or Business Care Operations. • Strong understanding of telecom billing, complaints, service requests, and technical fault handling. • Experience with CRM, ticketing, and customer service systems. • Excellent communication and customer-handling skills. • Strong case ownership, follow-up, and problem-solving abilities. • Excellent English communication skills; Arabic is an advantage. • Experience supporting enterprise or SMB customers will be preferred.

Bachelor's Degree or Diploma in Business, IT, Communications, Customer Service, or a related field.

Handle customer interactions through hotline, email, chat, WhatsApp, and other approved channels. Provide B2B customer support for telecom products and services. Manage customer complaints, service requests, billing inquiries, and order-related issues. Handle customer verification, account ownership, and authorization processes. Diagnose and coordinate resolution of service issues related to fixed, mobile, internet, IPTV, leased lines, MPLS, and managed services. Create, update, track, and close customer cases with accurate documentation. Ensure timely follow-ups, SLA adherence, and customer satisfaction. Coordinate with internal technical and operational teams for issue resolution. Escalate critical, repeated, aging, and VIP customer complaints through the approved escalation matrix.