Customer Service Representative

Aida Cleaning Services; Dubai; On-site; AED 67,000 - 112,000; Full time

Job summary

Aida Cleaning Services is seeking a Customer Service Representative to act as the frontline brand ambassador and support the customer lifecycle across phone, email, live chat, and ticketing systems.

You will resolve inquiries, process refunds or replacements, and escalate complex issues to specialized teams while maintaining CSAT and SLA targets. Strong communication, empathy, and problem-solving are essential for success.

Qualifications

• Bachelor's degree, Diploma, or SPM/High School Diploma in Business, Communications, Hospitality, or related.
• 1–3 years of front-line customer service in high-volume environments.
• Omnichannel communication across phone, email, live chat, and social media.
• Proficiency with CRM/helpdesk tools (Zendesk, Salesforce Service Cloud, Freshdesk, Intercom, Zoho Desk).
• Strong troubleshooting, root-cause analysis, and escalation to tier-2 support.
• De-escalation and conflict-resolution with active listening.
• Good data entry and documentation in Excel/Google Sheets.
• Ability to learn product knowledge and adhere to SLAs and KPIs.
• Empathy, adaptability, time management, resilience, teamwork.

Responsibilities

• Resolve customer inquiries across channels with timely, accurate responses.
• Track interactions in the CRM and log case details.
• Process refunds, replacements, or account adjustments as needed.
• Escalate complex issues to appropriate teams and follow up.
• Maintain CSAT and FCR targets and comply with SLAs.

Skills

Empathy

Communication skills

Problem-solving

Time management

Emotional intelligence

Customer-first mindset

Active listening

Education

Bachelor's degree

Diploma

SPM / High School Diploma

Tools

Zendesk

Salesforce Service Cloud

Freshdesk

Intercom

Zoho Desk

Job description

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

We are seeking an empathetic, detail-oriented, and solution-focused Customer Service Representative / Customer Care Executive / Customer Support Specialist to serve as the primary brand ambassador and front-line support for our customers. In this entry-to-mid level role, you will report directly to the Customer Support Lead or Service Manager and work closely with Operations, Logistics, Product Support, and Quality Assurance teams. You will be responsible for resolving customer inquiries across multiple channels (phone, email, live chat, and ticketing systems), investigating service or product issues, and providing timely, accurate, and professional resolutions. Responsibilities include tracking customer interactions in our CRM, processing refunds, replacements, or account adjustments, escalating complex technical or operational issues to higher tier teams, and maintaining consistent adherence to key performance indicators (KPIs) such as First Contact Resolution (FCR) and Customer Satisfaction (CSAT) benchmarks. Success in this position requires excellent communication skills, high emotional intelligence, strong problem-solving capabilities, and a resilient, customer-first mindset.

Qualifications

• Education: Bachelor's degree, Diploma, or SPM / High School Diploma in Business, Communications, Hospitality, or a related discipline.
• Customer Support & Inquiry Resolution: 1–3 years of experience in front-line customer service, contact center operations, or digital helpdesk environments managing high-volume customer interactions.
• Omnichannel Communication: Fluency and precision across multiple service channels including phone support, email correspondence, live chat platforms, and social media messaging.
• CRM & Helpdesk Ticketing Tools: Hands-on proficiency using CRM systems and ticketing software (e.g., Zendesk, Salesforce Service Cloud, Freshdesk, Intercom, or Zoho Desk).
• Issue Diagnosis & Escalation: Strong troubleshooting capabilities to gather facts, diagnose customer pain points, perform root-cause analysis, and route technical issues to tier-2 support teams accurately.
• De-escalation & Conflict Resolution: Demonstrated patience and composure when handling challenging, dissatisfied, or escalated customer situations with active listening and tactful negotiation.
• Documentation & Data Entry: Intermediate keyboarding and documentation skills in Microsoft Excel / Google Sheets or internal databases to log case details, track recurring product feedback, and maintain clean audit records.
• Product Knowledge & Technical Aptitude: Ability to quickly master complex product specifications, service-level policies, and return/warranty guidelines to deliver accurate information.
• SLA & Quality Adherence: Understanding of core support performance metrics (e.g., Average Handling Time, First Contact Resolution, CSAT, Net Promoter Score) and commitment to meeting service level agreements (SLAs).
• Professional Attributes: Exceptional empathy, adaptable communication style, strong time management, high stress tolerance, and a cooperative team player mindset.