Senior Customer Service Representative – B2B Telecom

Senior Customer Service Representative – B2B Telecom Location: Ajman Customer Care Center, UAE Department: Business Care / Operations Reports to: Senior Analyst / Team Leader Working Hours: 48 hours per week, on a rotational shift basis Compensation and Benefits Salary: AED 4,200 per month Overtime: AED 500 Incentives: AED 1,100 Special Allowance: AED 500 Total Package: AED 6,300, including all listed components Additional Benefits: Medical insurance, air ticket, and employment visa for the employee only. Family benefits are not included. Job Summary We are seeking an experienced customer service professional to support business customers across telecom products and services. The role involves managing enquiries, complaints, service requests, billing issues, and technical concerns across multiple channels, ensuring ownership of customer cases from initial contact through resolution. Key Responsibilities • Handle customer interactions through telephone, email, live chat, WhatsApp, and approved escalation channels. • Provide accurate information and support for business telecom products, packages, billing, orders, and after-sales services. • Verify customer identity, account ownership, authorized contacts, eligibility, and required documents before processing requests. • Assess concerns involving mobile, fixed-line, internet, email, IPTV, leased lines, MPLS, and managed services; resolve issues within scope or coordinate with the appropriate team. • Create, classify, update, track, and close customer cases accurately in CRM and ticketing systems. • Achieve first-contact resolution wherever possible and coordinate with internal teams when further investigation is required. • Maintain ownership of complaints, pending orders, service delivery issues, and billing or collections-related requests until resolution or documented handover. • Keep customers informed of case progress, required actions, expected timelines, and resolution outcomes. • Escalate critical, repeated, overdue, or sensitive issues according to the approved escalation matrix. • Follow operating procedures, service quality standards, data privacy requirements, information security controls, and company policies. • Meet agreed targets for service levels, quality, productivity, customer satisfaction, and schedule adherence. Qualifications and Experience • Diploma or bachelor’s degree in Business Administration, Communications, IT, or a related discipline; equivalent relevant experience may be considered. • Minimum 2 years of relevant experience, ideally 2–4 years, in telecom customer service, B2B support, contact center operations, or complaint management. • Experience supporting enterprise or small and medium business customers is preferred. • Familiarity with CRM platforms, ticketing systems, contact center applications, and Microsoft Office. • Exposure to order management, billing, service delivery, or technical complaint coordination is an advantage. Required Skills and Competencies • Excellent spoken and written English; Arabic is an advantage. • Strong complaint handling, problem-solving, and customer communication skills. • Understanding of telecom services, billing enquiries, service requests, and escalation processes. • Ability to manage priority customers with empathy, professionalism, and accountability. • Strong documentation, follow-up, prioritization, and coordination skills. • Ability to work rotational shifts and manage a high volume of customer interactions. Key Performance Indicators • Service-level and response-time adherence. • First-contact resolution and accuracy of case handling. • Timely complaint resolution and follow-up. • Customer satisfaction, quality scores, and contribution to Net Promoter Score. • Documentation accuracy and compliance. • Productivity, attendance, and schedule adherence. LinkedIn Skills Customer Service / Customer Support / Telecommunications / Contact Center Operations / Customer Relationship Management (CRM) / Complaint Management / Technical Support / Customer Experience / Problem Solving / Communication

Diploma or bachelor’s degree in Business Administration, Communications, IT, or a related discipline; equivalent relevant experience may be considered. Minimum 2 years of relevant experience, ideally 2–4 years, in telecom customer service, B2B support, contact center operations, or complaint management. Experience supporting enterprise or small and medium business customers is preferred. Familiarity with CRM platforms, ticketing systems, contact center applications, and Microsoft Office. Exposure to order management, billing, service delivery, or technical complaint coordination is an advantage.

Handle customer interactions through telephone, email, live chat, WhatsApp, and approved escalation channels. Provide accurate information and support for business telecom products, packages, billing, orders, and after-sales services. Verify customer identity, account ownership, authorized contacts, eligibility, and required documents before processing requests. Assess concerns involving mobile, fixed-line, internet, email, IPTV, leased lines, MPLS, and managed services; resolve issues within scope or coordinate with the appropriate team. Create, classify, update, track, and close customer cases accurately in CRM and ticketing systems. Achieve first-contact resolution wherever possible and coordinate with internal teams when further investigation is required. Maintain ownership of complaints, pending orders, service delivery issues, and billing or collections-related requests until resolution or documented handover. Keep customers informed of case progress, required actions, expected timelines, and resolution outcomes. Escalate critical, repeated, overdue, or sensitive issues according to the approved escalation matrix. Follow operating procedures, service quality standards, data privacy requirements, information security controls, and company policies. Meet agreed targets for service levels, quality, productivity, customer satisfaction, and schedule adherence.