Customer Care Representative – Dubai

About the role

Logic Utilities is seeking a Customer Care Representative to join its Dubai Customer Experience team. The role involves assisting residential and commercial customers with billing, payments and service inquiries in a fast‑paced, technology‑driven environment.

Key responsibilities

• Manage inbound customer callbacks and service enquiries through Zendesk and other engagement platforms.
• Verify customer identity and ensure compliance with data‑protection and privacy requirements.
• Provide clear, professional and empathetic support, resolving issues or escalating when necessary.
• Handle billing‑related queries such as utility bills, payments, security‑deposit refunds, late‑payment fees and disconnection/reconnection requests.
• Maintain accurate customer records, update ticket histories and prioritize queues according to service‑level agreements.
• Prepare customer communications using approved templates and document all interactions.
• Address complaints within required timeframes and work with supervisors to resolve complex cases.
• Collaborate with Billing, Collections, Technical and Customer Experience teams to meet SLA targets and contribute to continuous‑improvement initiatives.

Required profile

• Strong interest in helping customers and solving problems.
• Ability to work efficiently in a fast‑moving, technology‑enabled environment.
• Excellent communication skills with a professional and empathetic tone.
• Attention to detail and ownership of issues from contact to resolution.
• Willingness to collaborate across multiple internal departments.

Required skills

• Zendesk