Customer Service Agent – BPO Experience

Tanqeeb; Abu Dhabi; On-site; AED 60,000 - 90,000; Full time

Job summary

Tanqeeb, based in Dubai, is seeking a Customer Service Agent with BPO experience to handle inquiries across phone, email, and chat. The ideal candidate will uphold quality standards, respond promptly, and maintain customer satisfaction in a technology-focused organization.

The role requires strong communication skills, proficiency with CRM/ticketing tools, and the ability to thrive in a fast-paced environment. Candidates should be customer-focused and comfortable meeting performance targets.

Qualifications

• Minimum 2 years of UAE customer service experience.
• Experience in BPO or contact center preferred.
• Strong written and verbal English communication.
• Proficient in using CRM and ticketing platforms.
• Able to handle high-volume customer interactions.

Responsibilities

• Handle customer inquiries and provide accurate, timely, and professional assistance.
• Respond to customer concerns via phone, email, chat, and other channels.
• Resolve customer issues efficiently while maintaining a positive experience.
• Follow established customer service procedures and escalation processes.
• Investigate concerns and coordinate with internal teams for solutions.
• Maintain accurate records of interactions and resolutions.
• Follow up on unresolved issues and ensure timely closure.
• Escalate complex cases to the appropriate department.
• Meet service level, response time, quality, productivity, and satisfaction targets.
• Handle complaints professionally and work toward resolutions.
• Identify recurring issues and provide feedback to relevant teams.
• Maintain product/service knowledge to assist customers.
• Ensure confidentiality and professionalism in all interactions.
• Participate in team meetings and training.

Skills

Typing speed 40 WPM

English communication

CRM systems

Customer service

Multitasking

Problem solving

FinTech knowledge

Tools

CRM systems

Ticketing systems

Microsoft Office

Job description

Job description

We are looking for a Customer Service Agent with strong BPO/contact center experience to join a fast-growing technology-focused organization in Dubai. The ideal candidate will have proven experience handling customer inquiries, resolving issues, and providing professional support through multiple communication channels.

The successful candidate should be customer-focused, confident in communication, and comfortable working in a fast-paced environment where service quality, response time, productivity, and customer satisfaction are key priorities.

Key Responsibilities

• Handle customer inquiries and provide accurate, timely, and professional assistance.
• Respond to customer concerns through phone, email, chat, and other communication channels.
• Resolve customer issues efficiently while maintaining a positive customer experience.
• Follow established customer service procedures, policies, and escalation processes.
• Investigate customer concerns and coordinate with relevant internal teams to provide appropriate solutions.
• Maintain accurate records of customer interactions, requests, complaints, and resolutions.
• Follow up on unresolved issues and ensure timely closure.
• Escalate complex or sensitive cases to the appropriate department or supervisor.
• Meet assigned service level, response time, quality, productivity, and customer satisfaction targets.
• Handle customer complaints professionally and work toward effective resolutions.
• Identify recurring customer issues and provide feedback to the relevant teams.
• Maintain a high level of product/service knowledge to effectively assist customers.
• Ensure all customer information and interactions are handled with confidentiality and professionalism.
• Participate in team meetings, coaching sessions, and training programs as required.

Requirements

• Minimum 2 years of relevant customer service experience in the UAE.
• Previous experience in a BPO, contact center, customer support, or shared-services environment is required.
• Minimum typing speed of 40 words per minute (WPM) with good accuracy.
• Strong verbal and written communication skills in English.
• Experience handling high-volume customer interactions.
• Strong problem-solving and complaint-handling skills.
• Customer-focused with a professional and positive approach.
• Ability to multitask and manage multiple customer concerns efficiently.
• Comfortable working with CRM, ticketing, call-center, or customer support systems.
• Good computer skills, including Microsoft Office and customer service platforms.
• Ability to work under pressure and consistently meet service-level and performance targets.
• Strong attention to detail and follow-through.
• Flexible, adaptable, and willing to work in a fast-paced technology environment.
• Experience supporting customers in FinTech, technology, e-commerce, banking, payments, or digital platforms.
• Experience working with CRM or ticketing systems.
• Knowledge of customer service KPIs such as AHT, CSAT, FCR, SLA, and response time.
• Experience handling escalations and complex customer cases.
• Ability to type quickly and accurately while handling live customer interactions.