Customer Experience Executive (Arabic Speaker)

Emaratech; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A prominent technology services company in Dubai is seeking a dedicated Customer Service Representative. The role involves supporting customers via various channels, gathering incident information, and managing customer concerns effectively. The ideal candidate should have a minimum of a diploma, at least 2 years of experience in customer service, knowledge of ITIL, and fluency in Arabic. This is a full-time position based in Dubai, where you will contribute to maintaining high service standards.

Qualifications

• Minimum Diploma graduate or equivalent required.
• Knowledge of ITIL Foundation.
• Minimum 2 years of customer service experience.
• Experience in working on Service Management Systems.
• Fluent in Arabic.

Responsibilities

• Support and provide service support via Phone, email and web portal.
• Act as a first point of contact for customers.
• Gather and record service support incident information.
• Manage difficult customer situations effectively.
• Follow up on escalated and re-assigned service support requests.

Skills

Customer service skills

Problem-solving

Communication skills

ITIL Framework knowledge

Fluency in Arabic

Education

Diploma or equivalent

Tools

Service Management Systems

Job description

Responsibilities

• Supports and provides service support via Phone, email and web portal ensuring effective resolution of customers’ concerns in the quickest possible manner
• Routing the issue to correct team by understanding the issue properly
• Should act as a first point of contact for customers for all issues related to emaratech service support.
• Gathers and Records accurate service support incident information
• Listens and understands customers’ concerns; provides required guidance and information using the available resources
• Ensures complete control of the call by managing difficult customer situations, responding promptly to the needs of the customers; identifies and escalates issues as and when required
• Performs primary investigation in all issues received
• Follows up on escalated and re–assigned service support requests and tickets
• Identify the solutions and contributes to the knowledge base and utilizes it as required
• Provides service health feedback based on received requests and tickets

Requirements

• Minimum Diploma graduate or equivalent required
• Knowledge of ITIL Foundation
• Minimum 2 years of customer service
• Experience in working on Service Management Systems
• Fluent in Arabic