Customer Service Representative / Customer Representative Manager

global grants & scholarships; United Arab Emirates; On-site; AED 60,000 - 90,000; Full time

Job summary

global grants & scholarships is seeking a Customer Service Representative/Manager to support customer inquiries, service operations, and relationship management, ensuring a positive experience across channels.

The role involves handling inquiries, resolving issues, maintaining records, coordinating with internal teams, and driving improvements in response times and service quality within a UAE context.

Qualifications

• Bachelor’s degree or diploma in Business Administration, Customer Service, Communications, Marketing, or related field.
• Strong understanding of customer service principles, CRM, and service quality standards.
• Excellent verbal and written communication with professional, customer-focused approach.
• Ability to understand customer needs, handle enquiries, resolve complaints, and provide solutions.
• Familiarity with CRM systems, helpdesk platforms, ticketing systems, and customer service tools.
• Strong problem-solving, active listening, and interpersonal skills.
• Ability to manage multiple requests, priorities, and service cases.
• Attention to detail in maintaining customer information and service records.
• Ability to analyze feedback, service metrics, and data to identify improvements.
• Good coordination and teamwork with sales, operations, and technical teams.
• For management responsibilities, strong organizational and leadership capabilities.
• Remain professional, patient, and solution-oriented in challenging situations.
• Proactive mindset focused on customer satisfaction and continuous improvement.

Responsibilities

• Respond to customer enquiries across channels.
• Provide accurate information about products and services.
• Process requests and handle complaints.
• Follow up on customer issues and maintain records.
• Coordinate with internal departments to resolve requests within service standards.
• Monitor service performance and support team activities.
• Identify opportunities to improve customer experience and efficiency.
• Analyze feedback and prepare service reports.
• Develop service procedures and implement initiatives to improve response times and quality.

Skills

Customer service

CRM familiarity

Communication

Problem solving

Teamwork

Multitasking

Analytical thinking

Education

Bachelors/ Diploma in Business or related

Tools

CRM systems

Ticketing systems

Job description

Role Description

We are looking for a Customer Service Representative / Customer Service Manager to support customer enquiries, service operations, relationship management, and overall customer satisfaction. The role involves handling customer interactions professionally, resolving issues efficiently, and ensuring a consistent and positive customer experience across different communication channels.

Customer Service responsibilities include responding to customer enquiries, providing accurate information about products and services, processing requests, handling complaints, and following up on customer issues. The role also involves maintaining accurate customer records, coordinating with internal departments, and ensuring customer requests are resolved within appropriate service standards.

For management responsibilities, the role includes coordinating customer service operations, monitoring service performance, supporting team activities, and identifying opportunities to improve customer experience and operational efficiency. The role may also involve analyzing customer feedback, preparing service reports, developing service procedures, and implementing initiatives to improve response times, service quality, and customer retention.

• Bachelor's degree or diploma in Business Administration, Customer Service, Communications, Marketing, or a related field.
• Strong understanding of customer service principles, customer relationship management, and service quality standards.
• Excellent verbal and written communication skills with a professional and customer-focused approach.
• Ability to understand customer needs, handle enquiries, resolve complaints, and provide appropriate solutions.
• Familiarity with CRM systems, helpdesk platforms, ticketing systems, and customer service tools.
• Strong problem-solving, active listening, and interpersonal skills.
• Ability to manage multiple customer requests, priorities, and service cases effectively.
• Strong attention to detail when maintaining customer information, records, and service documentation.
• Ability to analyze customer feedback, service metrics, and operational data to identify improvement opportunities.
• Good coordination and teamwork skills with the ability to work closely with sales, operations, technical, and other internal teams.
• For management responsibilities, strong organizational, leadership, and performance-monitoring capabilities.
• Ability to remain professional, patient, and solution-oriented when handling challenging customer situations.
• Proactive mindset with a strong focus on customer satisfaction, service quality, and continuous improvement.