Customer Support- Chat/Email Process

Confidential Company; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Confidential Company in Dubai is seeking a dedicated Customer Service professional to respond promptly to inquiries via phone, email, live chat and other channels. You will handle concerns, process service requests, and escalate when needed to maintain high satisfaction.

You will keep detailed CRM records, work with internal teams to resolve queries, and strive to meet response time and CSAT targets in a fast-paced environment.

Qualifications

• Excellent verbal and written communication in English and Arabic.
• Experience in customer service/call center.
• Ability to manage omnichannel support (Voice, Email & Live Chat).
• Ability to work shifts and meet KPIs.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, live chat and other digital channels.
• Handle customer concerns, complaints and service requests efficiently while maintaining a positive and empathetic approach.
• Provide accurate information regarding products, services, policies and procedures.
• Resolve customer issues within agreed service levels and escalate complex cases when necessary.
• Maintain detailed and accurate records of customer interactions in the CRM system.
• Follow up with customers to ensure timely resolution and complete satisfaction.
• Coordinate with internal departments to resolve customer queries effectively.
• Meet individual and team performance targets including response time, customer satisfaction and quality standards.
• Contribute to improving customer service processes and overall customer experience.

Skills

Bilingual English & Arabic

CRM proficiency

Multitasking

Customer service excellence

Education

Bachelor's degree

Tools

Microsoft Office

CRM systems

Job description

Respond promptly and professionally to customer inquiries via phone email live chat and other digital communication channels Handle customer concerns complaints and service requests efficiently while maintaining a positive and empathetic approach Provide accurate information regarding products services policies and procedures Resolve customer issues within the agreed service levels escalating complex cases when necessary Maintain detailed and accurate records of customer interactions in the CRM system Follow up with customers to ensure timely resolution and complete satisfaction Coordinate with internal departments to resolve customer queries effectively Meet individual and team performance targets including response time customer satisfaction and quality standards Ensure all customer interactions are handled professionally and in accordance with company policies Continuously contribute to improving customer service processes and overall customer experience

Bachelor's degree or equivalent qualification preferred. Previous experience in a Customer Service, Call Center, Contact Center, or Customer Support role is preferred. Excellent verbal and written communication skills in English and Arabic (both are mandatory). Strong interpersonal and active listening skills. Ability to manage customer interactions across phone, email, and chat simultaneously. Proficient in Microsoft Office and CRM/customer support systems. Strong problem-solving, organizational, and multitasking abilities. Ability to work in a fast-paced, customer-centric environment. Positive attitude, professional appearance, and a customer-first mindset. Flexibility to work shifts, weekends, or public holidays if required. Experience handling omnichannel customer support (Voice, Email & Live Chat). Strong conflict resolution and complaint-handling skills. Excellent typing speed and written communication skills. Ability to remain calm and professional under pressure. Experience working with customer service KPIs such as First Response Time (FRT), Average Handling Time (AHT), Customer Satisfaction (CSAT), and Service Level Agreements (SLAs). NOTE: Only candidates immediately available with Customer service/call center experience can apply!