Customer Service Representative

About the role

We are a fast‑growing logistics and import‑export firm operating across the Middle East, delivering end‑to‑end supply‑chain solutions for retail, FMCG and industrial customers. As a Customer Service Representative you will be the front‑line ambassador, ensuring seamless cross‑border trade experiences for our clients.

Key responsibilities

• Respond promptly to customer inquiries via phone, email and live chat, resolving issues related to orders, shipping, customs and documentation.
• Coordinate with logistics, customs and finance teams to provide accurate updates and fulfil service promises.
• Maintain customer records and service tickets in CRM tools with 100 % accuracy.
• Identify recurring problems and propose process improvements to operational leads.
• Guide customers through documentation, compliance and payment procedures with clear, empathetic communication.
• Achieve daily KPIs for response time, resolution rate and customer satisfaction (CSAT) scores.

Required profile

• Proficiency with CRM software such as Zendesk, Freshdesk or HubSpot.
• Strong command of Microsoft Office (Excel, Word, Outlook).
• Experience handling customer complaints, order tracking and import/export documentation.
• Fluent in Arabic and English, both spoken and written.
• Awareness of UAE customs regulations and trade compliance.
• Professional phone etiquette and live‑chat support skills.

Required skills

• Zendesk
• Freshdesk
• HubSpot
• Microsoft Excel
• Microsoft Word
• Microsoft Outlook

What we offer

• Competitive salary with performance bonuses and full UAE labour benefits.
• Fast‑paced, supportive team environment with clear career growth paths.
• On‑site role in Dubai with flexible shift options (morning, afternoon, evening).