Senior Customer Service Representative - B2B Telecom

About the role

A Business Care / Operations team in the Ajman Customer Care Center is looking for an experienced customer service professional to support business customers across telecom products and services. The role covers enquiries, complaints, service requests, billing issues and technical concerns, with ownership of each case from first contact through resolution. It reports to a Senior Analyst / Team Leader, works 48 hours per week on a rotational shift basis, and pays AED 4,200 per month plus overtime, incentives and a special allowance.

Key responsibilities

• Handle customer interactions by telephone, email, live chat, WhatsApp and approved escalation channels.
• Provide accurate information on business telecom products, packages, billing, orders and after-sales services.
• Verify customer identity, account ownership, authorized contacts, eligibility and required documents before processing requests.
• Assess concerns about mobile, fixed-line, internet, email, IPTV, leased lines, MPLS and managed services, resolving them within scope or coordinating with the right team.
• Create, classify, update, track and close cases in CRM and ticketing systems, aiming for first-contact resolution.
• Maintain ownership of complaints, pending orders, service delivery issues and billing or collections requests until resolved or handed over.
• Keep customers informed of progress, required actions, timelines and outcomes, and escalate critical, repeated, overdue or sensitive issues.
• Follow operating procedures, service quality standards, data privacy and information security controls, and meet service level, quality, productivity and schedule targets.

Required profile

• Diploma or bachelor's degree in Business Administration, Communications, IT or a related field; equivalent experience may be considered.
• At least 2 years of relevant experience, ideally 2-4 years, in telecom customer service, B2B support, contact center operations or complaint management.
• Experience supporting enterprise or small and medium business customers is preferred.
• Excellent spoken and written English; Arabic is an advantage.
• Ability to work rotational shifts and handle a high volume of interactions.

Required skills

• Familiarity with CRM platforms, ticketing systems, contact center applications and Microsoft Office.
• Understanding of telecom services, billing enquiries, service requests and escalation processes.
• Strong complaint handling, problem solving and customer communication skills.

What we offer

• Total package of AED 6,300 including salary, overtime, incentives and special allowance.
• Medical insurance, air ticket and employment visa for the employee only.