Customer Service Agent – BPO Experience

About the role

Black Pearl Consult is hiring a Customer Service Agent for a fast-growing, technology-focused organisation in Dubai. The ideal candidate has strong BPO or contact centre experience, excellent communication skills and a proven ability to handle customer enquiries, resolve issues and deliver high-quality support across multiple channels in a fast-paced environment.

Key responsibilities

• Handle customer inquiries and respond to concerns by phone, email, chat and other channels, resolving issues while keeping a positive customer experience.
• Follow customer service procedures, policies and escalation processes, and escalate complex or sensitive cases to the right department or supervisor.
• Maintain accurate records of interactions, requests, complaints and resolutions, and follow up on unresolved issues until they are closed.
• Meet service level, response time, quality, productivity and customer satisfaction targets; identify recurring issues and give feedback to teams.
• Keep product and service knowledge up to date and handle customer information confidentially.
• Take part in team meetings, coaching sessions and training as required.

Required profile

• Minimum 2 years of customer service experience in the UAE; BPO, contact centre, customer support or shared services experience is required.
• Experience handling high-volume interactions and escalations, and in sectors such as FinTech, technology, e-commerce, banking, payments or digital platforms.
• Typing speed of at least 40 WPM with good accuracy, and ability to type quickly during live calls.
• Strong English verbal and written communication, problem-solving and complaint-handling skills.
• Ability to work under pressure, multitask and meet performance targets.

Required skills

• Comfortable with CRM, ticketing, call-center or customer support systems.
• Good computer skills, including Microsoft Office and customer service platforms.
• Knowledge of customer service KPIs such as AHT, CSAT, FCR, SLA and response time.