Customer Service Representative

About the Company

Role Summary

Key Responsibilities

• Handle inbound customer calls and enquiries promptly and professionally.
• Identify customer needs and provide clear, accurate, and helpful information.
• Resolve routine enquiries at first contact and escalate complex or technical matters appropriately.
• Coordinate with sales, operations, installation, technical support, and other internal teams.
• Maintain complete and accurate records of customer interactions, actions, commitments, and follow-ups.
• Take ownership of open cases, monitor progress, and keep customers informed through resolution.
• Manage difficult or sensitive conversations calmly while protecting customer relationships and company reputation.
• Meet standards for responsiveness, quality, attendance, and customer satisfaction.
• Follow company procedures, data-protection requirements, and customer-service policies.

Required Experience and Qualifications

• At least 3 years of relevant customer service, contact centre, or customer-support experience.
• Demonstrated experience handling customer enquiries by telephone.
• Excellent spoken and written English with clear pronunciation and professional telephone etiquette.
• Strong customer-service orientation, empathy, composure, and ability to build customer confidence.
• Good judgement, problem-solving ability, and attention to detail.
• Comfort using CRM or ticketing systems, email, standard office applications, and call-handling tools.
• Ability to manage multiple priorities with limited supervision.

Candidate Profile

• The candidate should be active, alert, accountable, dependable, and willing to take initiative.
• The role requires adaptability to a direct, structured, and performance-focused management style.
• The candidate should be team-oriented, respectful, and receptive to coaching and feedback.
• The candidate must be able and willing to work on-site six days per week during the stated shift.

Employment Package

• The package includes a company-sponsored employment visa or work permit, medical insurance, and other benefits under UAE labour law.
• Salary will be based on experience and overall suitability.