Customer Service Representative

About the role

The Customer Service Representative will own the end‑to‑end customer experience across phone, email, chat and other channels. You will use established case‑management processes to understand needs, provide accurate information and resolve issues within agreed service expectations. Your work directly influences satisfaction, response quality and the organization’s ability to retain trust.

Key responsibilities

• Manage customer enquiries across phone, email, chat or other assigned channels, delivering accurate responses that improve resolution quality and customer confidence.
• Own customer issues through closure by clarifying needs, coordinating internal actions and providing timely updates until the agreed outcome is delivered.
• Record interactions, requests and resolutions accurately in the organization’s case‑management system.
• Apply service procedures, escalation paths and quality standards consistently.
• Monitor open cases and follow‑up commitments, using task tracking and prioritisation to maintain timeliness.
• Identify recurring complaints or service gaps and share actionable observations for process improvement.
• Collaborate with internal teams to resolve operational issues while maintaining clear ownership of communication.
• Represent the organisation professionally in every interaction, protecting trust through empathy, clarity and solutions‑focused communication.

Required profile

• Minimum two years of customer service experience in Dubai, handling enquiries, complaints and follow‑ups.
• Strong spoken and written English, active listening, empathy and calm problem‑solving skills.
• Disciplined follow‑through: accurate documentation, tracking commitments and appropriate escalation.
• Ability to work collaboratively with other teams while remaining accountable for customer communication.
• Comfortable using CRM, ticketing tools, email, telephone, chat and standard office applications.

Required skills

• CRM
• Ticketing system