Customer Service Representative

Confidential Company; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A confidential company in Dubai is seeking a dedicated customer service representative to be the first point of contact for clients. The ideal candidate will have strong communication skills, knowledge of CRM software, and the ability to handle customer inquiries and feedback efficiently. This role requires 1-3 years of experience and a friendly demeanor.

Qualifications

• 1-3 years experience in a customer service role.
• Proficiency in CRM software and basic office tools.
• Fluency in English and knowledge of other languages preferred.

Responsibilities

• Act as first point of contact for customer inquiries.
• Utilize CRM systems to track and log interactions.
• Follow up with customers to ensure satisfaction.

Skills

Problem-solving

Communication

Active listening

Customer service

Organizational skills

Education

High school diploma or equivalent

Degree in communications or business

Tools

CRM systems

Office software

Ticketing systems

Job description

• Act as the first point of contact for customers, expertly addressing inquiries and resolving concerns with a friendly demeanor.
• Utilize customer relationship management (CRM) software to log interactions and track customer issues, ensuring no detail is overlooked.
• Provide detailed product information and service guidance, helping customers make informed decisions.
• Escalate complex issues to appropriate departments, maintaining a clear line of communication until resolution is achieved.
• Follow up with customers post-interaction to ensure satisfaction and gather feedback for continuous improvement.
• Maintain comprehensive knowledge of company policies, procedures, and products to deliver accurate information.
• Collaborate with team members in brainstorming sessions to improve customer service strategies and operational efficiency.
• Meet and exceed performance metrics such as response time, resolution time, and customer satisfaction scores.
• Participate in training sessions to enhance skills and stay updated on new products or service changes.
• Demonstrate empathy and active listening skills, ensuring customers feel valued and understood throughout their experience.

Desired Candidate Profile

• High school diploma or equivalent; a degree in communications or business is a plus.
• 1-3 years of experience in a customer service role, preferably in a fast-paced environment.
• Proficiency in using CRM systems and basic office software; familiarity with ticketing systems is advantageous.
• Fluency in English is mandatory; proficiency in additional languages such as Russian/Hindi/Malayalam/Tamil/Telugu
• Strong verbal and written communication skills to convey information clearly and effectively.
• Exceptional problem-solving abilities, with a knack for thinking on your feet to resolve issues swiftly.
• Ability to work flexible hours, including evenings and weekends, to accommodate customer needs.
• Personable and approachable demeanor that fosters trust and rapport with customers.
• Strong organizational skills to manage multiple tasks and prioritize effectively under pressure.
• Resilience and a positive attitude, with the ability to handle challenging situations gracefully.

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