Customer Service Representativee

Excellia Properties Co Ltd; Abu Dhabi; Hybrid; AED 48,000 - 96,000; Full time

Job summary

Excellia Properties Co Ltd is seeking a Customer Service Representative in the UAE. The role involves handling customer enquiries via phone, email, live chat, and online platforms, providing product and service information, and maintaining accurate records.

The position offers a professional working environment with flexible remote and hybrid options, subject to employer policies. Candidates should have strong communication and problem-solving skills and the ability to work across departments to

Qualifications

• High school certificate or higher preferred.
• Qualifications in Customer Service, Business Administration, Communications, or related field advantageous.
• Experience in customer support, call centers, or client relations beneficial.

Responsibilities

• Respond to customer enquiries via phone, email, live chat, and online channels.
• Provide accurate information on products, services, pricing, promotions, and policies.
• Assist with orders, payments, deliveries, cancellations, returns, and refunds where applicable.

Skills

Communication

Customer focus

Problem solving

Multitasking

CRM systems

Helpdesk software

Microsoft Office

English & Arabic welcome

Education

High school certificate

Diploma/Bachelor's degree preferred

Customer Service qualification advantageous

Tools

CRM software

Helpdesk software

Microsoft Office

Job description

Customer Service Representative

Location: United Arab Emirates (UAE)

Work Arrangement: Fully Remote / Hybrid Options Available, Subject to Employer Requirements

Employment Type: Full-time / Part-time

About the Role

We are seeking a friendly, professional, and customer-oriented Customer Service Representative to assist customers, respond to enquiries, resolve service issues, and provide reliable support through digital communication channels across the United Arab Emirates.

The ideal candidate will have strong communication, interpersonal, and problem-solving skills, together with a positive attitude and a commitment to delivering excellent customer service.

The successful candidate will handle customer enquiries through telephone, email, live chat, and online platforms, provide product and service information, maintain accurate records, and coordinate with relevant departments to ensure customer requests are resolved efficiently.

This opportunity offers a professional working environment with flexible remote and hybrid working options for suitable customer support and administrative responsibilities, subject to employer policies.

Key Responsibilities

• Respond to customer enquiries through telephone, email, live chat, and online communication channels.
• Provide accurate information about products, services, pricing, promotions, and company policies.
• Assist customers with orders, payments, delivery updates, cancellations, returns, and refunds where applicable.
• Handle customer complaints and service requests professionally and efficiently.
• Follow up on outstanding enquiries to ensure timely resolution and customer satisfaction.
• Maintain accurate customer information, enquiry histories, and service records.
• Coordinate with sales, finance, logistics, and other departments to resolve customer concerns.
• Escalate complex issues to supervisors or relevant departments when necessary.
• Explain product features, service procedures, warranties, and promotional offers where applicable.
• Update customer records and track enquiries using CRM systems or customer service software.
• Monitor customer feedback and identify opportunities to improve service quality.
• Prepare enquiry summaries, service reports, and other administrative documentation when required.
• Maintain professional communication and follow established customer service standards.
• Protect confidential customer information and comply with company policies.
• Support customer retention initiatives and maintain positive customer relationships.
• Participate in virtual meetings, training sessions, and service improvement activities.
• Perform other reasonable customer support and administrative duties assigned by management.

What We’re Looking For

• Good verbal and written communication skills.
• A friendly, patient, and customer-focused attitude.
• Strong listening, interpersonal, and problem-solving abilities.
• Ability to handle difficult customer interactions calmly and professionally.
• Good organizational skills and attention to detail.
• Ability to manage multiple enquiries and meet response deadlines.
• Basic computer literacy and familiarity with Microsoft Office applications.
• Knowledge of CRM systems, helpdesk software, email platforms, and live chat tools is an advantage.
• Ability to work independently and collaborate effectively with team members.
• Professionalism, reliability, accountability, and a willingness to learn.
• Ability to handle customer information confidentially.
• Good English communication skills; Arabic and other languages commonly spoken in the UAE are an advantage.
• Ability to work effectively in a remote or hybrid environment.

Qualifications and Experience

• A high school certificate, diploma, bachelor's degree, or equivalent qualification is preferred.
• Qualifications in Customer Service, Business Administration, Communications, or a related field are advantageous.
• Previous experience in customer support, call centers, sales assistance, hospitality, or client relations is beneficial.
• Entry-level candidates and recent graduates with strong communication skills may be considered.
• Experience responding to enquiries, processing service requests, and maintaining customer records is desirable.
• Familiarity with CRM platforms,