Customer Service Officer

Seklwo Skills Institute and Consultancy; Abu Dhabi; Hybrid; AED 67,000 - 112,000; Full time

Job summary

Seklwo Skills Institute and Consultancy is seeking a Customer Service Officer in the United Arab Emirates. The role focuses on handling customer enquiries via email, phone, live chat, and other channels, delivering accurate information, and resolving service issues while supporting daily operations in a remote or hybrid setup.

The candidate will maintain customer records, coordinate with internal departments, and ensure timely resolutions with a strong emphasis on service quality and

Qualifications

• High school certificate, diploma, bachelor's degree, or equivalent preferred.
• Qualifications in Customer Service, Business Administration, Communications, or related field advantageous.
• Experience in customer service, call centers, sales support, administration, or client relations beneficial.

Responsibilities

• Respond to customer enquiries through email, telephone, live chat, and online platforms.
• Provide accurate information about products, services, pricing, orders, and policies.
• Handle customer complaints, feedback, and service requests professionally.
• Assist with order processing, tracking, payments, returns, exchanges, and refunds where applicable.
• Follow up on outstanding requests to ensure timely resolution.
• Maintain accurate customer records and service documentation.
• Coordinate with sales, finance, logistics, and other departments to resolve issues.
• Explain procedures, terms, promotions, and product information.
• Monitor customer satisfaction and identify service improvements.
• Escalate complex enquiries to the appropriate supervisor or department.

Skills

Verbal communication

Written communication

Customer-focused

Problem solving

Multitasking

Team collaboration

Education

Bachelor's degree

Diploma

Tools

CRM systems

Ticketing systems

MS Office

Live chat tools

Job description

Customer Service Officer

Location: United Arab Emirates (UAE)

Work Arrangement: Fully Remote / Hybrid Options Available, Subject to Employer Requirements

Employment Type: Full-time / Part-time

About the Role

We are seeking a friendly, professional, and customer-focused Customer Service Officer to handle customer enquiries, provide accurate information, resolve service issues, and support daily customer service operations within the United Arab Emirates.

The ideal candidate will possess strong communication, interpersonal, organizational, and problem-solving skills, together with a commitment to delivering excellent customer experiences and maintaining positive customer relationships.

The successful candidate will communicate with customers through email, telephone, live chat, and other digital channels, assist with enquiries regarding products and services, maintain accurate customer records, and coordinate with internal departments to ensure timely resolutions.

This opportunity offers a professional working environment with remote and hybrid working options for suitable customer support and administrative responsibilities, subject to employer policies.

Key Responsibilities

• Respond to customer enquiries through email, telephone, live chat, and online communication platforms.
• Provide accurate information about products, services, pricing, orders, and company policies.
• Handle customer complaints, feedback, and service requests professionally.
• Assist with order processing, order tracking, payment enquiries, returns, exchanges, and refunds where applicable.
• Follow up on outstanding customer requests to ensure timely resolution.
• Maintain accurate customer records, enquiry histories, and service documentation.
• Coordinate with sales, finance, logistics, and other departments to resolve customer issues.
• Explain company procedures, service terms, promotions, and relevant product information.
• Monitor customer satisfaction and identify opportunities to improve service quality.
• Escalate complex enquiries and complaints to the appropriate supervisor or department.
• Update customer information and service records in CRM systems and company databases.
• Prepare customer service reports, enquiry summaries, and operational updates when required.
• Maintain professional communication and follow established customer service standards.
• Protect confidential customer information and comply with company data handling procedures.
• Support customer retention initiatives and maintain positive customer relationships.
• Participate in online meetings, product training, and customer service improvement activities.
• Perform other reasonable customer service and administrative duties assigned by management.

What We're Looking For

• Good verbal and written communication skills.
• A friendly, patient, and customer-oriented attitude.
• Strong listening, interpersonal, and problem-solving abilities.
• Ability to handle complaints and challenging interactions calmly.
• Good organizational skills and attention to detail.
• Ability to manage multiple enquiries and prioritize tasks effectively.
• Basic computer literacy and proficiency in Microsoft Office applications.
• Familiarity with CRM systems, helpdesk software, email platforms, and live chat tools is an advantage.
• Ability to work independently and collaborate effectively with different departments.
• Professionalism, reliability, honesty, and a strong work ethic.
• Ability to maintain confidentiality when handling customer information.
• Good English communication skills; Arabic and other languages commonly spoken in the UAE are an advantage.
• Ability to work efficiently in a remote or hybrid environment.

Qualifications and Experience

• A high school certificate, diploma, bachelor's degree, or equivalent qualification is preferred.
• Qualifications in Customer Service, Business Administration, Communications, or a related field are advantageous.
• Previous experience in customer service, call centers, sales support, administration, or client relations is beneficial.
• Entry-level candidates and recent graduates with strong communication skills may be considered.
• Experience handling customer enquiries, complaints, service requests, and customer records is desirable.
• Familiarity with CRM platforms, ticketing systems, and digital communication tools is an advantage.
• Knowledge of UAE customer expectations and business practices is desirable.
• Applicants must meet the employer's applicable employment eligibility and work authorization requirements in the UAE.

Why Join Us?

• Fully remote and hybrid working opportunities for suitable customer support and administrative roles, subject to employer policies.
• A professional and supportive working environment.
• Opportunities to develop customer service, communication, and problem-solving skills.
• Training in CRM systems, customer communication, complaint resolution, and service procedures.
• Exposure to customer relationship management and business operations.
• Opportunities to strengthen teamwork, time management, and professional communication.
• Potential career progression into Senior Customer Service Officer, Customer Service Supervisor, Customer Relations Executive, or Customer Service Manager positions, depending on experience and performance.
• The successful candidate will contribute to customer satisfaction, efficient enquiry handling, and positive customer relationships while supporting business operations across the United Arab Emirates within an approved remote or hybrid arrangement.