Customer Service Advisor

AppliedAI; Abu Dhabi; On-site; AED 50,000 - 70,000; Full time

Job summary

A leading AI technology company in Abu Dhabi is seeking a Customer Support Advisor to be the first point of contact for clients. The role involves providing professional assistance across calls, emails, and WhatsApp while ensuring a positive customer experience. Candidates should have 1-3 years of customer service experience and strong communication skills in English. The position offers opportunities for collaboration and continuous improvement of service standards.

Qualifications

• 1–3 years of experience in customer service, preferably in a technology environment.
• Strong verbal and written communication skills in English (Arabic is a plus).
• Ability to handle multiple communication channels efficiently.

Responsibilities

• Respond to customer inquiries via phone, email, and WhatsApp.
• Log all interactions in the CRM accurately.
• Collaborate with other departments to resolve customer issues.

Skills

Customer Focus

Communication

Time Management

Education

High school diploma or bachelor’s degree

Tools

CRM systems

Job description

About Us

The Applied AI Company (AppliedAI) is a pioneering AI technology company headquartered in Abu Dhabi, committed to innovation and excellence in artificial intelligence solutions in regulated industries such as healthcare, insurance, government, and financial services.

We are seeking a skilled and customer-focused Customer Support Advisor to join our team and serve as the first point of contact for our clients. In this role, you will ensure a seamless customer experience by providing accurate information, resolving inquiries, and supporting users across multiple channels. As AppliedAI continues to scale, the Customer Support Advisor will play a key part in building trust, strengthening relationships, and maintaining the highest standards of service.

Position Overview

The Customer Support Advisor is the first point of contact for AppliedAI customers across multiple channels (calls, emails, WhatsApp). The role is responsible for providing prompt, professional, and accurate assistance while delivering a positive customer experience in line with AppliedAI’s service standards.

Key Responsibilities

Customer Interaction:

• Respond to customer inquiries via phone, email, and WhatsApp in a professional and friendly manner.
• Follow SOPs for each channel to ensure consistency and quality of service.
• Provide accurate information, resolve issues, and escalate complex cases when necessary.
• Maintain a customer-first approach in every interaction.

Case Management:

• Log all interactions in the CRM with complete and accurate details.
• Categorize cases correctly for tracking and reporting.
• Follow up with customers to ensure resolution and satisfaction.
• Adhere to defined SLAs for response and resolution times.

Collaboration & Escalation:

• Escalate cases to leads or senior advisors when required.
• Collaborate with other departments (e.g., Operations, Tech) to resolve customer issues.
• Share recurring issues or trends with the Quality & Training Lead for continuous improvement.

Compliance & Standards:

• Protect customer data by following company privacy and data protection guidelines.
• Uphold professionalism and empathy in all communication.
• Contribute to quality assurance initiatives and continuous learning programs.

Requirements

• High school diploma or bachelor’s degree (preferred).
• 1–3 years of experience in customer service, preferably within a technology or SaaS environment.
• Strong verbal and written communication skills in English (Arabic is a plus).
• Ability to handle multiple channels (calls, email, WhatsApp) efficiently.
• Familiarity with CRM systems and basic technical troubleshooting.
• Problem-solving mindset with strong attention to detail.

Key Competencies

• Customer Focus: Dedicated to delivering excellent service.
• Communication: Clear, empathetic, and professional tone across channels.
• Teamwork: Works well with peers and supports team objectives.
• Adaptability: Can adjust quickly to new systems, processes, or service requirements.
• Time Management: Handles workload effectively while meeting SLAs.

What Success Looks Like

• Consistently meets SLA targets for response and resolution.
• Maintains high customer satisfaction scores.
• Demonstrates strong accuracy in case logging and categorization.
• Receives positive feedback from customers and team members.