Customer Service Representative
The Customer Service Representative supports customers by handling enquiries, resolving issues and providing accurate information in the UAE. The role works with internal teams to deliver consistent service, maintain customer satisfaction and record interactions accurately.
Key responsibilities
- Respond to customer enquiries through telephone, email, live chat and other approved channels
- Identify customer needs and provide clear, accurate information about products, services and processes
- Resolve complaints and service issues within agreed procedures, escalating complex cases when required
- Record customer interactions, requests and outcomes accurately in the customer relationship management system
- Follow up on open cases to confirm resolution and maintain clear communication with customers
- Coordinate with sales, operations, accounts and technical teams to address customer requests
- Process service requests, bookings, orders, returns or account updates according to company procedures
- Monitor recurring issues and share customer feedback with the relevant internal teams
- Protect customer information and follow approved quality and data-handling procedures
Requirements
- Previous customer service or contact centre experience is usually preferred
- Secondary school certificate or diploma; further study in business or communications is an advantage
- Experience using customer relationship management systems, ticketing platforms and standard office software
- Clear written and spoken English; Arabic is an advantage
- Strong communication, listening and problem-solving skills
- Ability to manage multiple customer requests while maintaining accurate records
- Willingness to work with performance targets and established service procedures
Nice to have
- Experience in the relevant industry, such as retail, hospitality, banking, telecommunications or e-commerce
- Knowledge of additional languages used by customers in the UAE
- Experience handling complaints, escalations and service recovery
- Familiarity with omnichannel customer support platforms and call recording systems
Skills
- Customer service
- Complaint resolution
- Verbal communication
- Written communication
- Active listening
- Problem-solving
- CRM systems
- Case management
- Time management
Benefits
- Housing and transport allowances, or a total monthly package that includes them
- Medical insurance
- Employment visa and work permit, at the company's cost
- Paid annual leave: at least 30 days for each full year of service, as the UAE Labour Law sets out
- Annual air ticket allowance
- End-of-service benefits as UAE law sets out
What UAE employers typically list for this kind of role. Keep only what you offer.