Customer Service Representative

Professional.me; Sharjah; Remote; AED 40,000 - 55,000; Full time

Job summary

A leading hospitality enterprise is seeking a Customer Service Representative to provide exceptional support to guests and clients in a remote role. Candidates should have at least 2 years of experience in customer service, ideally within hospitality, and must demonstrate excellent communication skills in English. This role plays a crucial part in ensuring high customer satisfaction and loyalty, with responsibilities including managing inquiries and resolving issues promptly.

Qualifications

• 2+ years of customer service experience, ideally in hospitality.
• Excellent English communication skills.
• Experience with CRM systems and digital tools.

Responsibilities

• Respond to customer inquiries via various channels.
• Resolve guest concerns with empathy and efficiency.
• Provide detailed information about services and policies.
• Manage booking modifications and special requests.

Skills

Customer service experience

Verbal and written communication

Problem-solving abilities

Emotional intelligence

Multitasking

Patience

Education

High school diploma or equivalent

Diploma/degree in hospitality or business

Tools

Salesforce

Zendesk

Freshdesk

Microsoft Office Suite

Job description

Position: Customer Service Representative

Location: Sharjah, UAE (remote)

Employment Type: Full-time

Experience Level: Mid level

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About the Client

Our client is a forward‑thinking hospitality enterprise operating in the dynamic Sharjah market. With a strong emphasis on creating unmatched guest experiences, they blend modern service excellence with cultural authenticity to deliver memorable stays and events. Driven by innovation and sustainability, the company is rapidly expanding its team to support strategic leadership, enrich staff learning and growth, orchestrate distinctive experiences, enhance customer success, and advance environmental commitments.

About the Role

The Customer Service Representative position is designed for a professional with a strong background in delivering exceptional support within the hospitality sector. This remote role focuses on providing timely, accurate, and empathetic assistance to guests and clients of a hospitality company based in Sharjah. The position requires a detail-oriented individual capable of handling a wide range of customer inquiries, resolving issues efficiently, and ensuring a seamless guest experience. The role has a direct impact on customer satisfaction, loyalty, and the overall reputation of the hospitality brand.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, live chat, and other digital communication channels, ensuring a high standard of service at all times.
• Address and resolve guest concerns, complaints, and service issues with empathy and efficiency, following established protocols and escalating complex cases as necessary.
• Provide detailed information about hospitality services, amenities, booking procedures, and company policies to assist customers in making informed decisions.
• Manage booking modifications, cancellations, and special requests, coordinating with internal teams to ensure guest needs are met.
• Document all customer interactions, feedback, and resolutions accurately in the customer relationship management (CRM) system for quality assurance and continuous improvement.
• Collaborate with operations, housekeeping, and reservations teams to resolve guest issues and ensure smooth service delivery.
• Monitor and follow up on open cases to ensure timely resolution and customer satisfaction.
• Identify recurring issues or trends in customer feedback and proactively suggest improvements to processes or service offerings.
• Stay updated on hospitality industry standards, company offerings, and local Sharjah regulations relevant to guest services.

Required Experience & Skills

• Demonstrated experience (2+ years preferred) in customer service, ideally within the hospitality, travel, or tourism industry.
• Excellent verbal and written communication skills in English, with the ability to convey information clearly and professionally.
• Strong problem‑solving abilities and a customer‑centric mindset, with proven success in resolving complex or sensitive issues.
• Proficiency in using CRM systems, helpdesk software, and digital communication tools such as Zendesk, Freshdesk, or Salesforce Service Cloud.
• Ability to multitask and manage time effectively in a fast‑paced, remote work environment.
• High level of emotional intelligence, patience, and active listening skills to handle diverse customer personalities and situations.
• Familiarity with hospitality booking platforms and property management systems (PMS) is highly advantageous.
• Competence in documenting customer interactions and maintaining accurate records for compliance and quality control.
• Adaptability to changing procedures, new technologies, and evolving customer expectations.

Qualifications

• High school diploma or equivalent required; a diploma or degree in hospitality management, business administration, or a related field is preferred.
• Formal training or certification in customer service, hospitality, or call center operations is an asset.
• Fluency in additional languages (such as Arabic) is advantageous for serving a diverse clientele.

Tools & Technologies

• Customer Relationship Management (CRM) systems (e.g., Salesforce, Zendesk, Freshdesk)
• Hospitality booking and property management systems (e.g., Opera PMS, Cloudbeds)
• Communication platforms (e.g., Microsoft Teams, Slack, Zoom)
• Email and live chat support tools
• Knowledge base and ticketing systems
• Standard office productivity software (e.g., Microsoft Office Suite, Google Workspace)

This role offers the opportunity to make a meaningful impact on guest experiences and the reputation of a leading hospitality provider. The position provides exposure to international hospitality standards, remote work best practices, and the chance to develop advanced customer service skills in a dynamic, client‑focused environment.

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