Customer Service Representative (UAE National)

Job Title: Customer Service Representative (CSR)

Location: Dubai

Employment Type: Full-time

Experience Level: Minimum 3 years of experience in customer service or client support

About the Role

We are seeking a dedicated and experienced Customer Service Representative (CSR) to join our team. The ideal candidate will have at least 3 years of proven experience delivering excellent customer support, resolving client concerns, and ensuring a positive customer experience. You will be the voice of our company - providing timely, empathetic, and effective assistance to our customers while maintaining a high level of professionalism.

Key Responsibilities

• Serve as the first point of contact for customers via phone, email, chat, or in person.
• Handle customer inquiries, complaints, and feedback with efficiency and empathy.
• Provide accurate information about products, services, and company policies.
• Maintain detailed and organized customer records using CRM or database systems.
• Follow up on customer interactions to ensure satisfaction and issue resolution.
• Collaborate with internal departments (sales, logistics, finance, etc.) to resolve customer issues promptly.
• Meet or exceed performance metrics such as response times, resolution rates, and customer satisfaction scores.
• Identify recurring customer issues and provide feedback to management for service improvement.
• Stay updated on product knowledge and company updates to offer informed support.
• Uphold the company's values and contribute to a positive, customer-first culture.

Requirements

• Minimum 3 years of customer service experience, preferably in a fast-paced environment.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• High attention to detail with strong organizational skills.
• Proficiency in CRM systems and common communication platforms (e.g., Zendesk, Salesforce, HubSpot, or similar).
• Ability to multitask and manage time effectively.
• A customer-centric attitude with genuine empathy and patience.
• High school diploma required; Bachelor's degree in Business, Communications, or related field preferred.

What We Offer

• Competitive salary and performance-based incentives.
• Comprehensive benefits package (healthcare, pension, paid time off, etc.).
• Training and development opportunities.
• Supportive and collaborative team environment.
• Opportunities for career growth within the company.

Skills

• Experience in handling B2B or high-volume customer accounts.
• Familiarity with service-level agreements (SLAs) and escalation procedures.
• Ability to communicate in multiple languages (a strong plus).
• Comfort working with metrics and performance reports.
• Experience in using ticketing systems and helpdesk software.