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Customer Service Representative

HOSS Kitchen LLC
Dubai, UAE
Full-time
Mid-Senior
Onsite
AED 3,000/month
Discovered 1 weeks ago
Customer serviceVerbal and written communicationCustomer handlingProblem-solvingMultitaskingRespond.io
Free

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Key skills for this role

Customer serviceVerbal and written communicationCustomer handling
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Work Location and Schedule

  • The role is based at DIP 1.
  • Duty hours are 10 hours with one rotational day off.
  • Work location is in person.

Salary

  • Pay is AED 3,000–3,300 per month.

Customer Engagement and Support

  • Respond to new customer inquiries via phone and mobile app within one hour.
  • Assist with pickup scheduling and provide introductory information to new and prospective customers.
  • Promote relevant additional products or services.
  • Create and update payment links promptly.

Issue Resolution and Coordination

  • Resolve customer complaints and order delays within one hour of being reported.
  • Resolve pending approvals, special-care items, unidentified items, inspections, tailor items, and customer concerns within the required timeline.
  • Update the complaint tracker and follow up with the Operations Lead.
  • Monitor the LHUB dashboard and ensure orders are attended to and processed on the same day.

Payments and Reporting

  • Create and update ADCB payment links and share them through the dedicated WhatsApp channel.
  • Record online payments and update the accounting file.
  • Check previous-date order ETAs and update timelines in the relevant WhatsApp group.
  • Prepare and share marketing conversion reports.

Lead Conversion and Retention

  • Convert marketing leads with a minimum 60% conversion rate and report results every two weeks.
  • Re-engage inactive customers and attempt to win them back.
  • Achieve a minimum 40% conversion rate for customer win-back activity and report results every two weeks.

CRM and Performance Tracking

  • Respond to every Customer Service CRM chat within five minutes.
  • Close general inquiries the same day and prospective or hot-lead chats within 24 hours.
  • Maintain a maximum 24-hour resolution time for customer service issues on Respond.io.
  • Complete action-tracker tasks within assigned timelines.
  • Monitor and report team performance, resolution times, and task closures daily.
  • Maintain schedule flexibility and provide coverage during staff absences or gaps.

Skills and Experience

  • Excellent verbal and written communication skills.
  • Strong interpersonal and customer-handling skills.
  • Ability to manage inquiries, complaints, and follow-ups professionally.
  • Good listening and problem-solving skills.
  • Ability to multitask and work under pressure.
  • A sales-oriented mindset is expected; upselling and cross-selling are a plus.
  • Minimum 2–3 years of customer service experience.
  • Experience with walk-in clients, calls, WhatsApp, and emails.
  • Clinic, healthcare, hospitality, retail, or call-center experience is a plus.

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