Customer Service Officer

The Customer Service Officer is responsible for delivering excellent service and support to customers through various communication channels, including phone, email, and in-person interactions. This role serves as the first point of contact for inquiries, complaints, and service requests, ensuring prompt and effective resolution in line with company standards. Operating within the UAE's customer-focused environment, the officer must adhere to local regulations and maintain high levels of professionalism, courtesy, and efficiency.

Responsibilities:

1. Responding to customer inquiries and service requests promptly and professionally across all communication channels.
2. Handling customer complaints and resolving issues efficiently while maintaining a positive brand image.
3. Updating customer records and service requests accurately in the customer relationship management (CRM) system.
4. Providing detailed information about products, services, policies, and procedures.
5. Coordinating with internal departments to ensure customer needs are met in a timely and satisfactory manner.
6. Monitoring service metrics and customer feedback to suggest improvements in service delivery.
7. Following up on unresolved queries and ensuring closure to customer satisfaction.
8. Ensuring compliance with UAE consumer protection laws and data privacy regulations in all interactions.

Requirements:

1. Bachelor's degree or diploma in Business Administration, Communications, or a related field.
2. 2-4 years of experience in a customer service or front-office role, preferably within the UAE.
3. Strong interpersonal and communication skills, with fluency in English; Arabic or other language skills are an advantage.
4. Proficiency in CRM software and MS Office applications.
5. Ability to remain calm and solution-focused under pressure or in challenging customer situations.
6. Excellent organizational and time management abilities.
7. Knowledge of local consumer protection laws and service standards applicable in the UAE.
8. A positive attitude, customer-first mindset, and a commitment to continuous improvement.