Customer Service Representative
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Key skills for this role
About the Role
Unity Star Import and Export FZE LLC seeks a Customer Service Representative in Dubai to handle inbound inquiries, process orders, and update customers on shipment status. The role requires experience with Zendesk, Salesforce CRM, and logistics tracking tools.
Key Skills for This Role
Responsibilities
- Respond to inbound customer inquiries via phone, email, and chat, resolving issues with accuracy and empathy within SLA timelines
- Process order modifications, cancellations, and returns while ensuring data integrity across CRM and ERP systems
- Proactively update customers on shipment status, delivery delays, and customs clearance updates using integrated logistics trackers
- Collaborate with warehouse, logistics, and sales teams to escalate and resolve operational bottlenecks impacting client satisfaction
- Document all customer interactions, feedback, and resolution outcomes in shared ticketing and CRM platforms for audit and trend reporting
- Identify recurring pain points and suggest process improvements to reduce resolution time and enhance client retention
Requirements
- Experience with Zendesk
- Experience with Salesforce CRM
- Proficiency in Microsoft Excel (PivotTables, VLOOKUP)
- Experience with Order Management Systems (OMS)
- English Proficiency (Written & Spoken)
- Customer Complaint Resolution skills
- Experience with Logistics Tracking Tools (e.g., CargoWise, Freightos)
- SLA Adherence & Escalation Protocols knowledge
- Arabic Language Fluency
- Experience in Trading/Import Export Sector
- Basic Knowledge of UAE Customs Procedures
Full Job Posting
About The Opportunity
- A fast growing trading and logistics company operating across the UAE, specializing in import, export, and distribution of consumer goods and industrial products.
- Focus on customer centric operations and seamless cross border supply chains.
- This role sits at the heart of client experience, ensuring every interaction reflects reliability, speed, and professionalism.
Role & Responsibilities
- Respond to inbound customer inquiries via phone, email, and chat, resolving issues with accuracy and empathy within SLA timelines.
- Process order modifications, cancellations, and returns while ensuring data integrity across CRM and ERP systems.
- Proactively update customers on shipment status, delivery delays, and customs clearance updates using integrated logistics trackers.
- Collaborate with warehouse, logistics, and sales teams to escalate and resolve operational bottlenecks impacting client satisfaction.
- Document all customer interactions, feedback, and resolution outcomes in shared ticketing and CRM platforms for audit and trend reporting.
- Identify recurring pain points and suggest process improvements to reduce resolution time and enhance client retention.
Skills & Qualifications
- Must Have: Zendesk, Salesforce CRM, Microsoft Excel (PivotTables, VLOOKUP), Order Management Systems (OMS), English Proficiency, Customer Complaint Resolution, Logistics Tracking Tools (e.g., CargoWise, Freightos), SLA Adherence & Escalation Protocols.
- Preferred: Arabic Language Fluency, Experience in Trading/Import Export Sector, Basic Knowledge of UAE Customs Procedures.
Benefits & Culture Highlights
- Competitive salary with performance linked incentives, health insurance, and annual airfare allowance.
- Dynamic, fast paced startup culture with direct exposure to regional supply chain operations and senior leadership.
- Office located in Dubai Industrial City with modern infrastructure, free parking, and proximity to major logistics hubs.
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