Senior Customer Service Associate
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Key skills for this role
Role Overview
Halvion seeks an experienced Senior Customer Service Associate to manage complex interactions, resolve escalated issues, and support high-quality customer service.
The role handles inquiries across multiple channels, guides junior team members, monitors service performance, and coordinates timely resolutions.
Key Skills for This Role
Full Job Posting
The Role
Halvion seeks an experienced Senior Customer Service Associate to manage complex interactions, resolve escalated issues, and support high-quality customer service.
The role handles inquiries across multiple channels, guides junior team members, monitors service performance, and coordinates timely resolutions.
Work Arrangement
- The position is fully remote in the United Arab Emirates.
- The employment type is full-time.
Customer Service Responsibilities
- Handle inquiries through email, phone, chat, and other channels with accurate and timely responses.
- Manage complex requests, escalated issues, complaints, and customer cases through resolution.
- Maintain case ownership, follow up on outstanding requests, and keep customer records accurate.
- Process orders, returns, cancellations, service changes, onboarding, account, billing, payment, and documentation inquiries where required.
Coordination and Improvement
- Coordinate with Operations, Sales, Finance, Logistics, and technical teams to resolve customer issues.
- Identify recurring problems, recommend corrective actions, and support service improvement initiatives.
- Monitor customer satisfaction, service-quality indicators, KPIs, and SLAs, and prepare performance reports.
- Guide junior associates, share best practices, and maintain knowledge bases, FAQs, and support documentation.
Requirements
- Bachelor's degree or diploma in business administration, customer service, communications, or a related field.
- At least four years of relevant customer service, client support, or customer success experience.
- Previous experience handling escalated or complex customer cases.
- Strong customer service knowledge, communication, active listening, interpersonal, problem-solving, and decision-making skills.
- Experience with CRM, ticketing, contact-center, or customer support systems.
- Experience monitoring KPIs and SLAs is preferred; mentoring junior colleagues is an advantage.
- Microsoft Office, Google Workspace, or similar tool proficiency is required; Zendesk, Salesforce, HubSpot, or similar experience is advantageous.
- UAE/GCC customer service experience and relevant certifications are welcome but not mandatory.
What We Offer
- Fully remote full-time work with a flexible working environment.
- Career growth, professional development, mentoring, and leadership-development exposure.
- International collaboration and exposure to customer operations, CRM, KPIs, and customer analytics.
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