Customer Service Representative

PT. Timika Bumi Mineral; Dubai; On-site; AED 78,000 - 123,000; Full time

Job summary

PT. Timika Bumi Mineral in Dubai seeks a patient, customer-centric Customer Service Representative to be the brand's voice and deliver excellent support to our growing client base.

In this entry-to-mid level role, you will handle high-volume touchpoints across multiple channels, answer inbound queries, guide customers through product features, and log interactions in our ticketing system. You will work with Support Team Leads and Technical Teams to ensure timely resolutions.

Qualifications

• Bachelor's degree or Diploma in Communications, Business Administration, Marketing, Hospitality, or related discipline.
• Practical understanding of client service fundamentals and dispute resolution.
• Experience managing customer communications via live chat, email queues, telephony, and messaging platforms.
• Hands-on exposure to CRM/ticketing tools (Zendesk, Freshdesk, Salesforce Service Cloud, Zoho Desk, Intercom).
• Ability to analyze issues quickly and resolve inquiries on first contact where possible.
• Familiarity with metrics like FRT, AHT, CSAT, and NPS.
• Excellent written and verbal communication; articulate steps clearly and politely.
• Proficiency in Microsoft Excel / Google Sheets for data tracking.

Responsibilities

• Answer inbound service queries and guide customers through product or service features.
• Process transactions or account changes and troubleshoot first-line issues.
• Log client inquiries in ticketing platforms and follow SOPs for resolution.
• Escalate specialized cases to tier-two teams when needed.
• Document customer sentiment and contribute to first-contact resolution metrics.

Skills

Active listening

Omnichannel support

CRM software

First-contact resolution

SLA metrics

Communication skills

Excel / Sheets

Escalation handling

Emotional intelligence

Dispute resolution

Data logging

Education

Bachelor's degree or Diploma in Communications/BA/Marketing/ Hospitality

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Zoho Desk

Intercom

Job description

Customer Service Representative / Customer Care Executive / Customer Support Specialist Role Description

We are seeking a patient, customer-centric, and articulate Customer Service Representative / Customer Care Executive / Customer Support Specialist to act as the primary voice of our brand and deliver excellent support experiences to our growing client base. In this entry-to-mid level role, you will work closely with Customer Support Team Leads, Service Quality Specialists, Operations, and Technical Teams to handle high-volume customer touchpoints across multiple channels. You will be responsible for answering inbound service queries, guiding customers through product or service features, processing transactions or account changes, and troubleshooting first-line technical or operational issues. Responsibilities include tracking client inquiries in standard ticketing platforms, executing standard operating procedures (SOPs) for issue resolution, escalating specialized cases to tier-two teams, documenting customer sentiment, and contributing to first-contact resolution metrics. Success in this position requires active listening, clear written and verbal communication, adaptability under pressure, and a dedicated commitment to delivering prompt, high-quality customer care.

Qualifications

• Education: Bachelor's degree or Diploma in Communications, Business Administration, Marketing, Hospitality, or a related discipline (or equivalent practical customer service experience).
• Customer Care & Service Principles: Practical understanding of client service fundamentals, dispute resolution frameworks, active listening techniques, and customer relationship building.
• Omnichannel Support Execution: Experience or strong capability managing customer communications via live chat, email ticketing queues, inbound telephony, and corporate messaging platforms.
• Helpdesk & CRM Software: Hands-on exposure to customer relationship management tools and ticketing platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud, Zoho Desk, or Intercom).
• Problem-Solving & First-Contact Resolution: Ability to quickly analyze customer issues, navigate internal databases to find accurate solutions, and resolve inquiries on first contact whenever possible.
• Service SLAs & Performance Metrics: Familiarity with key customer support metrics, such as First Response Time (FRT), Average Handling Time (AHT), Customer Satisfaction (CSAT), and Net Promoter Score (NPS).
• Communication & Interpersonal Skills: Excellent written and verbal communication skills to articulate technical or process steps clearly, politely, and empathetically using standard brand guidelines.
• Data Logging & Spreadsheet Proficiency: Basic to intermediate proficiency in Microsoft Excel / Google Sheets (data sorting, basic formulas, ticket logging) to record inquiry trends and case histories.
• Cross-Functional Escalation Handling: Sound judgment in identifying high-priority or risk-sensitive complaints and routing them promptly to internal Product, Operations, or Finance departments.
• Professional Attributes: Strong emotional intelligence, calm demeanor under tight operational SLAs, positive problem-solving mindset, and a strong sense of personal accountability.