Customer Service Representative

Shpper; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Shpper, a Dubai-based innovative peer-to-peer platform, seeks a Customer Service Representative to provide frontline support for travelers and shoppers. You will handle inquiries via phone, email, and chat, guiding users through platform features and assisting with orders, payments, and deliveries.

The role requires strong English communication, on-site availability in Dubai, and experience in e-commerce or travel tech.

Qualifications

• Excellent verbal and written English; Arabic is a plus.
• On-site in Dubai with ability to work during local hours.
• Experience in customer service in e-commerce, travel, or technology platforms.
• Comfort using CRM tools and helpdesk software.
• High school diploma required; an associate or bachelor’s degree is an advantage.

Responsibilities

• Respond to customer inquiries via phone, email, and chat.
• Guide users through platform features and order status.
• Document interactions and escalate complex issues as needed.
• Collaborate with internal teams to improve processes and user satisfaction.

Skills

Customer Service

Communication Skills

CRM Tools

Team Collaboration

Problem Solving

English Proficiency

On-site Dubai

Ecommerce Experience

Education

High School Diploma

Associate or Bachelor's Degree preferred

Tools

CRM Software

Helpdesk Software

Job description

Company Description

Shpper is an innovative peer-to-peer platform that connects travelers and shoppers, enabling users to buy unique products from cities around the world while travelers earn money on their journeys. Focused on tech-savvy consumers in the fast-growing GCC e-commerce market, Shpper offers a blend of convenience, community engagement, and personalized shopping experiences. The platform makes global products more accessible by leveraging real-world travel routes and local knowledge. Shpper is positioning itself as the ideal choice for modern travelers and shoppers who value authenticity, flexibility, and secure transactions.

Role Description

The Customer Service Representative will provide front-line support to Shpper users, handling inquiries, resolving issues, and ensuring a smooth experience for both travelers and shoppers. Responsibilities include responding to customer requests via phone, email, and chat, guiding users through platform features, and assisting with order status, payments, and delivery questions. The role involves documenting interactions, escalating complex cases when needed, and collaborating with internal teams to improve processes and user satisfaction. This is a full-time, on-site role based in Dubai, United Arab Emirates, requiring consistent presence to support customers during operational hours.

Qualifications

• Strong skills in Customer Service and Customer Support to handle daily inquiries and problem resolution.
• Ability to foster Customer Satisfaction and maintain a positive Customer Experience across all interactions.
• Experience working in or with Customer Service Representatives teams, with a focus on collaboration and service quality.
• Excellent verbal and written communication skills in English; Arabic or other languages in the region are a plus.
• Comfort using CRM tools, helpdesk software, and online communication platforms.
• Proactive problem-solving abilities and attention to detail in a fast-paced environment.
• Ability to work on-site in Dubai and engage with a diverse, multinational customer base.
• Previous experience in e-commerce, travel, or technology platforms is preferred.
• High school diploma required; an associate or bachelor's degree in a related field is an advantage.