Customer Service Representative (DU / Etisalat Retail Experience)

JOB SUMMARY:

We are seeking dynamic and results-driven Customer Service Representatives with DU or Etisalat retail experience. The role involves assisting customers with telecom services, ensuring smooth operations, and achieving company sales & service targets.

RESPONSIBILITIES:

- Welcome and assist customers with product, service, and order-related queries

- Assist with service activations, disconnections, upgrades, SIM swaps, number portability, and account updates

- Resolve billing and payment issues; process payments and explain charges

- Troubleshoot basic technical issues for mobile, internet, and TV services; escalate complex cases

- Provide accurate information on products, services, and promotions

- Maintain CRM records of customer interactions and transactions

- Ensure timely resolution of customer requests by coordinating with internal teams

- Escalate unresolved issues to relevant departments and follow up

- Maintain professional, empathetic, and customer-centric communication

- Meet KPIs for service quality, response time, and customer satisfaction

REQUIRED QUALIFICATION:

1–3 years in customer service, preferably with DU or Etisalat retail experience

QUALIFICATIONS:

High School Diploma or equivalent