Customer Service Assistant

Planet; Dubai; Hybrid; AED 78,000 - 134,000; Full time

Job summary

Planet is seeking a customer support specialist in Dubai to assist customers and partners via inbound calls, emails, chats and other digital channels. You will provide accurate guidance on products and policies, listen to needs, and tailor responses while owning issues through to resolution.

The role requires strong communication, problem solving and a customer-first mindset. Ability to work in a hybrid model with flexibility for shifts, including weekends and public holidays, will be valued.

Qualifications

• Clear and confident written and verbal communication skills.
• Strong listening, problem-solving and decision-making skills.
• Customer-first mindset with empathy, patience and professionalism.
• Confidence using Microsoft Office, CRM and contact centre systems.
• Accuracy, attention to detail and ability to manage several priorities in a fast-paced environment.
• Collaborative approach and willingness to learn, share knowledge and adapt to change.
• Flexibility to work shifts, including weekends and public holidays.

Responsibilities

• Support customers and partners with inbound calls, emails, chats and other digital enquiries.
• Provide clear, accurate guidance on Planet products, services, processes and policies.
• Listen carefully, understand underlying needs and tailor responses.
• Take ownership of complaints and keep customers informed through to closure.
• Escalate complex or high-risk cases through correct channels.

Skills

Written communication

Verbal communication

Listening

Problem solving

Decision making

Customer-first mindset

Empathy

Patience

Professionalism

Microsoft Office

CRM systems

Contact centre systems

Multi-priority management

Team collaboration

Shift flexibility

Education

Diploma or Bachelor's degree (preferred)

Tools

Microsoft Office

CRM

Contact centre systems

Job description

Support customers and partners Handle inbound calls emails chats and other digital enquiries promptly and professionally Provide clear accurate guidance on Planet products services processes and policies Listen carefully understand the underlying need and tailor the response to the customer or partner Take ownership of complaints and service issues keeping the customer informed through to closure Escalate complex sensitive or high-risk cases through the correct channels Resolve cases and improve the experience Investigate enquiries using Planet systems knowledge resources and internal expertise Aim to resolve issues at the first point of contact wherever possible Coordinate with Operations and other relevant teams to remove blockers and secure timely outcomes Follow up on open cases and commitments ensuring nothing is left unresolved Identify recurring themes service gaps and improvement opportunities and share them with the team Work accurately and responsibly Record every interaction action and outcome accurately in Planet s customer management and contact centre systems Process requests forms and service transactions in line with agreed procedures and controls Protect customer and company information and follow all applicable privacy security and compliance requirements Use the correct case categories disposition codes and escalation routes Maintain complete and current records that enable effective handovers reporting and auditability

How we work at Planet

Customer first We make it easy human and helpful Own the outcome We take responsibility and follow through on our commitments Win together We collaborate across teams and share what we learn Keep improving We use insight feedback and curiosity to make the experience better Act with integrity We do the right thing and protect the trust placed in Planet

How success will be measured

Customer satisfaction and quality assurance results First contact resolution and complaint resolution Service level agreement SLA performance responsiveness and average handling time Case accuracy productivity and schedule adherence Completion of required learning coaching and compliance activities Contribution to team goals and continuous improvement

At Planet we embrace a hybrid work model with three days a week in the office Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully

Previous experience in customer service, a contact centre or another service-led environment is preferred. Clear and confident written and verbal communication skills. Strong listening, problem-solving and decision-making skills. A customer-first mindset, with empathy, patience and professionalism. Confidence using Microsoft Office, CRM and contact centre systems. Accuracy, attention to detail and the ability to manage several priorities in a fast-paced environment. A collaborative approach and willingness to learn, share knowledge and adapt to change. Flexibility to work shifts, including weekends and public holidays, where the role requires it. A diploma or bachelor s degree is preferred but not essential where relevant experience can be demonstrated.