Customer Support Agent AE

Simera; Abu Dhabi; On-site; AED 56,000 - 89,000; Full time

Job summary

Simera seeks a Customer Support Agent to assist customers, resolve inquiries, and provide an excellent experience across channels. The role requires effective communication, patience, organization, and proactive issue resolution.

The ideal candidate will handle inquiries, troubleshoot problems, and escalate when needed while maintaining accurate records and collaborating with internal teams to improve the overall customer experience.

Qualifications

• Previous experience in customer support or similar roles.
• Ability to work independently and as part of a remote team.
• English proficiency for supporting English-speaking customers.
• Reliable internet connection and a suitable remote setup.

Responsibilities

• Respond to customer inquiries through email, chat, phone, or other support channels.
• Provide accurate information and clear solutions to customer questions and concerns.
• Troubleshoot and resolve customer issues efficiently and professionally.
• Escalate complex or unresolved issues to the appropriate team.
• Follow up with customers to ensure their concerns have been properly addressed.
• Maintain accurate records of customer interactions and resolutions.
• Identify recurring issues and communicate feedback to internal teams.
• Follow company policies, procedures, and customer service standards.
• Maintain a positive, professional, and customer-focused attitude.
• Collaborate with internal teams to resolve requests and improve experience.

Skills

Verbal communication

Written communication

Customer service

Active listening

Problem solving

Multitasking

CRM proficiency

Detail oriented

Time management

Remote work

Job description

Job Description

We are seeking a customer-focused and proactive Customer Support Agent to assist customers, resolve inquiries, and provide an excellent experience across different communication channels. The ideal candidate is an effective communicator, patient, organized, and able to identify customer needs and provide timely and accurate solutions.

Responsibilities

• Respond to customer inquiries through email, chat, phone, or other support channels.
• Provide accurate information and clear solutions to customer questions and concerns.
• Troubleshoot and resolve customer issues efficiently and professionally.
• Escalate complex or unresolved issues to the appropriate team.
• Follow up with customers to ensure their concerns have been properly addressed.
• Maintain accurate records of customer interactions and resolutions.
• Identify recurring issues and communicate customer feedback to internal teams.
• Follow company policies, procedures, and customer service standards.
• Maintain a positive, professional, and customer-focused attitude.
• Collaborate with internal teams to resolve customer requests and improve the overall customer experience.

Required Skills

• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Active listening and problem-solving abilities.
• Strong attention to detail.
• Ability to multitask and prioritize customer requests.
• Ability to remain calm and professional when handling difficult customers.
• Comfortable using computers, CRM systems, ticketing platforms, and other digital tools.
• Ability to learn new systems and processes quickly.
• Strong organizational and time-management skills.

Requirements

• Previous experience in customer support, customer service, call center, help desk, or a similar role.
• Strong communication and customer service skills.
• Ability to work independently and as part of a remote team.
• Ability to manage multiple customer requests efficiently.
• Reliable internet connection and a suitable setup for remote work.
• Professional, positive, and customer-oriented attitude.
• English proficiency is required if supporting English-speaking customers.

By applying to this position, we’ll create your Simera Professional Key (SPK) - a unique key that helps you connect with employers, stand out, and secure the right match.