Non-Voice Customer Service Representative

About the role

An experienced non-voice customer service representative is sought to join a team in Dubai. The role handles customer inquiries mainly through email and chat, delivering prompt, accurate and professional support. It suits someone with 4-6 years of experience who resolves issues efficiently, maintains records and works with internal teams to improve processes.

Key responsibilities

• Respond to customer inquiries via email and chat within defined service level agreements
• Analyse customer requests and give accurate information or solutions in a timely way
• Document interactions, actions taken and resolutions in the CRM system
• Escalate complex issues to higher-tier support or relevant departments when needed
• Maintain quality standards, compliance requirements and performance metrics
• Share feedback with cross-functional teams to drive process improvements
• Take part in ongoing training on products, services and policies

Required profile

• 4-6 years of non-voice customer service experience in a BPO or in-house support setting
• Strong written English with attention to grammar, spelling and tone
• Excellent non-technical customer service skills, including empathy, patience and active listening
• Ability to multitask, prioritise workload and work under pressure

Required skills

• Email communication and live chat support platforms
• CRM systems for logging and tracking customer interactions
• Basic computer literacy, including MS Office and internet research
• Preferred: Zendesk, Salesforce or similar tools; additional languages such as Arabic, Hindi or Urdu; familiarity with quality assurance and performance monitoring