Customer Care Executive

Al Haktur IT Solutions; Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

Al Haktur IT Solutions in Dubai is seeking a customer service professional to handle inquiries via phone, email, chat and other channels, providing accurate information about our products, services and solutions. You will respond to questions, resolve complaints and understand customer needs to recommend suitable solutions.

You will also assist with basic technical inquiries, document interactions, coordinate with technical support, and escalate complex issues when needed.

Qualifications

• A bachelor’s degree or relevant qualification is preferred.
• Previous experience in customer service or a similar role is an advantage.
• Excellent verbal and written communication skills in English.
• Knowledge of Arabic or other languages is an additional advantage.
• Good telephone etiquette and professional email communication skills.
• Basic computer skills and familiarity with Microsoft Office applications.
• Ability to learn CRM software and support systems.
• Strong problem-solving and interpersonal skills.
• Patience and the ability to handle customer complaints calmly.
• Good organizational skills and attention to detail.
• Ability to manage multiple inquiries and prioritize tasks effectively.
• A positive attitude and willingness to work as part of a team.
• Ability to adapt to changing customer needs and business requirements.

Responsibilities

• Handle customer inquiries through phone calls, emails, chat, and other channels.
• Provide accurate information about the company’s products, services and solutions.
• Respond to customer questions and resolve complaints in a professional and timely manner.
• Understand customer needs and recommend appropriate solutions.
• Assist customers with basic technical or service-related inquiries.
• Record customer interactions, feedback, complaints and resolutions in the company system.
• Follow up with customers to ensure concerns are addressed satisfactorily.
• Coordinate with technical support and other departments to resolve complex issues.
• Explain service procedures, product features and relevant company policies clearly.
• Maintain a polite, professional and helpful approach during every interaction.
• Escalate complicated complaints to the appropriate department.
• Maintain accurate customer records and update contact information.
• Identify recurring concerns and share feedback with the relevant team.
• Support customer satisfaction initiatives and help maintain service quality standards.
• Handle customer information confidentially and follow company policies.
• Assist with administrative duties related to customer service operations when required.

Skills

Excellent verbal and written English

Arabic language knowledge

CRM software familiarity

Microsoft Office skills

Problem-solving skills

Multitasking and prioritization

Communication etiquette

Teamwork

Patience with customers

Organizational skills

Education

Bachelor's degree or relevant qualification

Tools

CRM software

Microsoft Office

Job description

strong Key Responsibilities strong

• Handle customer inquiries through phone calls emails chat and other communication channels
• Provide accurate information about the company s products services and solutions
• Respond to customer questions and resolve complaints in a professional and timely manner
• Understand customer needs and recommend appropriate solutions whenever possible
• Assist customers with basic technical or service-related inquiries
• Record customer interactions feedback complaints and resolutions in the company system
• Follow up with customers to ensure their concerns have been addressed satisfactorily
• Coordinate with technical support and other departments to resolve complex issues
• Explain service procedures product features and relevant company policies clearly
• Maintain a polite professional and helpful approach during every customer interaction
• Escalate complicated complaints or unresolved issues to the appropriate department
• Maintain accurate customer records and update contact information when necessary
• Identify recurring customer concerns and share feedback with the relevant team
• Support customer satisfaction initiatives and help maintain service quality standards
• Handle customer information confidentially and follow company policies
• Assist with administrative duties related to customer service operations when required

strong Requirements and Qualifications strong

• A bachelor s degree or relevant qualification is preferred
• Previous experience in customer service customer care or a similar role is an advantage
• Excellent verbal and written communication skills in English
• Knowledge of Arabic or other languages is an additional advantage
• Good telephone etiquette and professional email communication skills
• Basic computer skills and familiarity with Microsoft Office applications
• Ability to learn customer relationship management CRM software and support systems
• Strong problem-solving and interpersonal skills
• Patience and the ability to handle customer complaints calmly
• Good organizational skills and attention to detail
• Ability to manage multiple inquiries and prioritize tasks effectively
• A positive attitude and willingness to work as part of a team
• Ability to adapt to changing customer needs and business requirements

strong Preferred Skills strong

• Experience supporting customers in an IT or technology-related company
• Basic understanding of software IT services or technical support processes
• Strong listening skills and the ability to understand customer concerns
• A customer-first mindset with a focus on providing practical solutions
• Ability to remain professional when dealing with difficult situations

strong Preferred Skills strong

A bachelor s degree or relevant qualification is preferred. Previous experience in customer service, customer care, or a similar role is an advantage. Excellent verbal and written communication skills in English. Knowledge of Arabic or other languages is an additional advantage. Good telephone etiquette and professional email communication skills. Basic computer skills and familiarity with Microsoft Office applications. Ability to learn customer relationship management (CRM) software and support systems. Strong problem-solving and interpersonal skills. Patience and the ability to handle customer complaints calmly. Good organizational skills and attention to detail. Ability to manage multiple inquiries and prioritize tasks effectively. A positive attitude and willingness to work as part of a team. Ability to adapt to changing customer needs and business requirements.