Customer Service Agent – BPO Experience

About the role

We are seeking a Customer Service Agent with solid BPO and contact‑center experience to join our fast‑growing technology‑focused organization in Dubai. The role involves handling high‑volume customer interactions across multiple channels while maintaining high service quality and satisfaction.

Key responsibilities

• Respond to customer inquiries via phone, email, chat and other channels.
• Resolve issues efficiently while following established procedures and escalation paths.
• Maintain accurate records of interactions, complaints and resolutions.
• Investigate concerns, coordinate with internal teams and ensure timely closure.
• Escalate complex or sensitive cases to the appropriate department.
• Meet service‑level, response‑time, quality, productivity and satisfaction targets.
• Identify recurring issues and provide feedback to relevant teams.
• Participate in team meetings, coaching sessions and training programs.

Required profile

• Minimum 2 years of customer service experience in the UAE, preferably in a BPO or contact‑center environment.
• Typing speed of at least 40 WPM with good accuracy.
• Strong verbal and written English communication skills.
• Proven ability to handle high‑volume interactions and multitask under pressure.
• Customer‑focused attitude with professional and positive demeanor.
• Flexibility to work in a fast‑paced technology/FinTech setting.

Required skills

• Experience with CRM, ticketing and call‑center platforms.
• Proficiency in Microsoft Office applications.