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Customer Service Executive / Customer Support Executive / Client Service Associate
Standard 3
Dubai, UAE
Contract
Mid-Senior
Onsite
Discovered 1 weeks ago
Omni-channel customer supportCustomer relationship management platformsTicketing platformsZendeskSalesforce Service CloudFreshdesk
Free
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Omni-channel customer supportCustomer relationship management platformsTicketing platforms
Role Overview
The role delivers omni-channel customer experiences and maintains client retention standards.
The position serves as the primary contact for inquiries, technical support tickets, product guidance, and service resolution.
The role reports to a Customer Support Lead or Operations Manager and works with Account Management, Technical Support, Logistics, and Quality Assurance teams.
Key Skills for This Role
Omni-channel customer supportCustomer relationship management platformsTicketing platformsZendeskSalesforce Service CloudFreshdesk
Full Job Posting
Role Description
The role delivers omni-channel customer experiences and maintains client retention standards.
The position serves as the primary contact for inquiries, technical support tickets, product guidance, and service resolution.
The role reports to a Customer Support Lead or Operations Manager and works with Account Management, Technical Support, Logistics, and Quality Assurance teams.
Responsibilities
- Handle inbound customer communications across phone, email, live chat, WhatsApp, and ticketing channels.
- Maintain adherence to service level agreements while handling customer cases.
- Log and track customer cases in CRM systems.
- Troubleshoot order and account issues and manage escalations through final resolution.
- Gather customer feedback and identify opportunities to improve CSAT, NPS, and FCR.
- Route technical issues or fulfillment delays to internal teams and follow up until resolution.
Qualifications
- Bachelor's degree or Diploma in Communications, Business Administration, Marketing, Hospitality, or a related field.
- 1–3 years of hands-on experience handling customer inquiries across multiple channels in a corporate or fast-paced service environment.
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