Customer Service Assistant ( Arabic Speaker)

Planet Paymet; Dubai; Hybrid; AED 73,000 - 106,000; Full time

Benefits offered by this job

Hybrid work model

Accommodations may be provided

Job summary

Planet in Dubai is hiring a Customer Service Assistant (Arabic Speaker) to deliver fast, accurate support to customers, shoppers and partners across voice and digital channels. You will own enquiries, provide clear guidance on products and policies, and work closely with Operations to improve the overall Planet experience.

The role emphasizes empathy, strong system discipline, and a willingness to learn. Hybrid work with in-office three days per week is available, with flexible accommodations

Qualifications

• Previous experience in customer service or a contact centre is preferred.
• Clear and confident written and verbal communication skills.
• Strong listening, problem-solving and decision-making skills.
• Customer-first mindset with empathy and professionalism.

Responsibilities

• Support customers and partners via voice and digital channels.
• Handle inbound calls, emails, chats promptly and professionally.
• Provide clear guidance on products, services, and policies.
• Take ownership of enquiries and guide cases to resolution.
• Escalate complex or high-risk issues through proper channels.

Skills

Customer service

Communication

Listening

Problem solving

Attention to detail

CRM

Education

Diploma or Bachelor's degree (preferred)

Tools

Microsoft Office

CRM systems

Job description

Customer Service Assistant (Arabic Speaker)

Reports to: Customer Service Team Leader / Supervisor

Primary purpose: Deliver a fast, accurate and human service experience for Planet customers, shoppers and partners across voice and digital channels.

The role:

As a Customer Service Assistant, you will be a trusted first point of contact, taking ownership of enquiries and guiding each case through to a clear and timely resolution. You will combine empathy, sound judgement and strong system discipline to deliver consistently excellent service. You will also work closely with colleagues across Operations and other teams to remove friction, share customer insight and improve the overall Planet experience.

What you will do

• 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.

What you bring

• 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.

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.

Company Background Planet provides integrated software, payment and technology solutions for its customers in the Hospitality and Retail sectors and worldwide via a network of global Financial Services Partners. Founded over 35 years ago, we have evolved our services, delivering an innovative digital commerce platform that puts customer experience first. With headquarters in London and around 3,000 expert employees located across six continents we serve customers in over 120 markets.