Customer Service Representative

A management consulting and business services firm operating in the United Arab Emirates, focused on client experience management, process optimization, and managed customer operations across B2B and B2C sectors. We deliver high touch, on site support services that drive retention, reduce churn, and improve operational KPIs.

Position title

Customer Service Representative. Location: On site - UAE.

Role & Responsibilities

• Handle inbound and outbound customer interactions across phone, email, and live chat channels; resolve routine queries within SLA.
• Log, track and update customer tickets in the CRM/helpdesk; ensure accurate account and order records.
• Troubleshoot product, billing, and service issues; coordinate timely escalations to technical or operations teams.
• Process orders, returns and refunds following company policies and UAE regulatory requirements.
• Achieve KPIs including first call resolution, average handling time, CSAT, and ticket closure targets.
• Contribute feedback and insights to improve workflows, knowledge base articles, and customer facing communications.

Skills & Qualifications Must Have

• Zendesk
• Salesforce Service Cloud
• Helpdesk ticketing systems
• IVR systems
• Live chat platforms
• Microsoft Excel

Preferred

• Freshdesk
• Intercom or other messaging platforms
• Knowledge of UAE consumer protection regulations

Qualifications

High school diploma or equivalent; 1+ years customer service or call center experience preferred. Fluent in English; Arabic language skills strongly preferred. Right to work in the UAE and ability to work on site shifts.

Benefits & Culture Highlights

• On site role with structured shifts and career progression paths into team lead or operations roles.
• Performance driven incentives, training programs, and a collaborative, process oriented culture.

Skills: freshdesk,microsoft excel,zendesk