Customer Service Representative

Primary title: Customer Service Representative (On-site, UAE)

About The Opportunity

Operating in the Management Consulting and Business Process Outsourcing (BPO) sector, this on-site role supports client-facing customer service and operational delivery across the UAE. The team focuses on high-quality order management, SLA-driven issue resolution, and day-to-day customer engagement for enterprise and SME clients.

Role & Responsibilities

• Act as the first point of contact for customers via phone, email, live chat and in-person—log, triage and resolve inquiries promptly.
• Investigate and resolve order, billing, product and service requests within defined SLA; escalate complex issues to relevant teams.
• Use CRM and ticketing tools to create, update and close tickets; maintain accurate customer records and follow-up tasks.
• Coordinate cross-functionally with logistics, operations and technical teams to drive timely resolutions and customer satisfaction.
• Contribute to and update the knowledge base with recurring issues, resolutions and process improvements.
• Meet daily/weekly KPIs (SLA adherence, first-contact resolution, CSAT) and support continuous quality improvement and audit reviews.
  
  

Skills & Qualifications

Must-Have

• Proven experience using CRM/ticketing platforms (Salesforce Service Cloud, Zendesk or equivalent)
• Experience with contact centre telephony platforms (Genesys Cloud, Avaya or equivalent)
• Strong proficiency in Microsoft Excel for reporting and data lookup
• Bilingual: fluent spoken Arabic and English for UAE customer base
• Customer-focused troubleshooting and ticket management skills
  
  

Preferred

• Familiarity with ERP/order management systems (SAP, Oracle or similar)
• Exposure to contact centre quality frameworks (KPI monitoring, QA scorecards)
  
  

Additional Qualifications

High-school diploma or equivalent required; diploma/college certification in business or customer service is a plus. Prior on-site customer service or call centre experience in the UAE or GCC market is highly desirable.

Benefits & Culture Highlights

• Competitive UAE on-site compensation with performance-linked incentives
• Structured in-house training, clear career progression and cross-functional exposure
• Collaborative, client-focused culture with emphasis on service excellence and operational discipline
  
  

Apply if you are an operationally disciplined, bilingual customer-service professional who thrives in a fast-paced, SLA-driven on-site environment in the UAE.

Skills: zendesk,microsoft excel,avaya