Customer Service Assistant

Planet; Dubai; Hybrid; AED 110,000 - 184,000; Full time

Job summary

A customer service company in Dubai is seeking a dedicated Customer Service Assistant who is fluent in English and Arabic. The role involves managing customer inquiries via phone, email, and live chat, resolving issues, and maintaining customer records. Candidates should have over three years of experience in customer service and a strong customer-oriented mindset. The role adheres to a hybrid work model with three days in the office. Interested individuals should possess excellent communication and problem-solving skills.

Qualifications

• 3+ years of experience in customer service or a related field.
• Ability to work in 24/7 shift environments, including weekends and public holidays.
• Competent in using computers and communication tools.

Responsibilities

• Handle high volumes of inbound calls, emails, and chat inquiries efficiently.
• Resolve service or product-related problems by clarifying issues.
• Inform customers about services and recommend potential products.

Skills

Fluency in English and Arabic

Strong communication skills

Problem-solving skills

Customer-oriented mindset

Education

Bachelor's degree or High school diploma

Tools

CRM systems

Communication tools

Job description

Customer Service Assistant (English & Arabic Speaker)

Dubai- UAE

Planet Tax Free is looking for a dedicated and customer-focused Customer Service Agent to join our Customer Happiness Centre in Dubai. In this role, you will be the first point of contact for our customers across phone, email, and live chat, ensuring exceptional service delivery at every interaction.

You will handle inquiries, resolve issues, process requests, and support customers throughout their journey—while working within established guidelines and service standards. This position reports directly to the Customer Service Supervisor.

Key Responsibilities

Customer Support & Communication

• Handle high volumes of inbound calls, emails, and chat inquiries efficiently and professionally.
• Greet customers warmly, identify their needs, and provide accurate and complete information.
• Maintain strong communication and build trust with customers through open and clear interaction.
  
  

Issue Resolution

• Resolve service or product-related problems by clarifying issues, determining root causes, and selecting the best solutions.
• Process refunds, adjustments, account updates, and service corrections.
• Follow escalation procedures and ensure follow-up until full resolution.
  
  

Product Knowledge

• Inform customers about services, and value-added solutions.
• Recommend potential products or services based on customer needs.
  
  

Account & Data Management

• Open, maintain, and update customer accounts by recording accurate information.
• Keep detailed records of customer interactions, transactions, and documents.
• Utilize internal systems and technology to manage high call volumes and case loads.
  
  

Reporting & Administration

• Prepare service reports by collecting and analyzing customer insights.
• Assist with call records documentation, reporting customer satisfaction trends, and supporting team KPIs.
• Contribute to team goals and overall service excellence.
  
  

Operational Excellence

• Ensure 100% adherence to roster schedules.
• Follow communication guidelines, scripts, policies, and procedures.
• Adapt to changes in policies, renewals, product updates, and system enhancements
  
  

Requirements

• Ideally Bachelor educated but High school diploma or equivalent will be considered based on experience.
• 3 years + of experience in customer service or a related field.
• Fluency in English and Arabic (spoken and written).
• Strong communication and problem-solving skills.
• Ability to work in 24/7 shift environments, including weekends and public holidays.
• Customer-oriented mindset with the ability to “go the extra mile.”
• Competent in using computers, CRM systems, and communication tools.
  
  

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.