Senior Customer Service Representative (Technical Support)

About the role

A Senior Customer Service Representative (Technical Support) is needed to provide customer support to business and enterprise customers. The role sits in the Business Care / Operations department and covers B2B telecom support, case management and complaint resolution. The position is based in the UAE.

Key responsibilities

• Handle customer interactions via hotline, email, chat, WhatsApp and other approved channels.
• Provide B2B customer support for telecom products and services.
• Manage complaints, service requests, billing inquiries and order-related issues.
• Handle customer verification, account ownership and authorization processes.
• Diagnose and coordinate resolution of service issues on fixed, mobile, internet, IPTV, leased lines, MPLS and managed services.
• Create, update, track and close customer cases with accurate documentation.
• Ensure timely follow-ups, SLA adherence and customer satisfaction.
• Coordinate with internal technical and operational teams and escalate critical, repeated, aging and VIP complaints through the approved escalation matrix.

Required profile

• Bachelor's degree or diploma in Business, IT, Communications, Customer Service or a related field.
• 2-4 years of experience in Telecom Customer Service, B2B Support, Contact Center or Business Care Operations.
• Experience supporting enterprise or SMB customers is preferred.
• Excellent English communication skills; Arabic is an advantage.

Required skills

• Strong understanding of telecom billing, complaints, service requests and technical fault handling.
• Experience with CRM, ticketing and customer service systems.
• Excellent communication and customer-handling skills, with strong case ownership, follow-up and problem-solving.