Customer Support Representative

Sisco Jobs; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A customer service firm is seeking a Customer Support Representative in Dubai. The role involves being the first point of contact for customers, resolving inquiries, and providing product information. Candidates should have a minimum of 13 years of experience in customer support, excellent communication skills, and the ability to handle customer issues with empathy. Additional language skills are an advantage.

Qualifications

• Proven experience (13 years) in customer support or client service roles.
• Fluency in English; knowledge of Arabic or Hindi/Tamil/Malayalam is a plus.

Responsibilities

• Handle inbound and outbound customer support calls, emails, and chats.
• Resolve customer issues promptly and professionally.
• Record and update customer interactions in the CRM system.
• Escalate complex issues to the appropriate team.
• Maintain product knowledge to provide accurate support.
• Achieve performance metrics for response and resolution times.
• Follow up with customers to ensure satisfaction.

Skills

Excellent verbal and written communication skills

Strong interpersonal and problem‑solving abilities

Proficiency in MS Office

Experience with CRM/ticketing tools

Ability to multitask and prioritize

Patience and empathy

Teamwork and collaboration

Education

Bachelor's degree or diploma in any discipline

Job description

Job Title: Customer Support Representative

Location: Dubai

Experience Required: 13 Years

Role Overview

The Customer Support Representative will be the first point of contact for customers ensuring exceptional service by addressing inquiries, resolving complaints and providing accurate information regarding company products and services. The role requires strong communication skills, patience, problem‑solving ability and a customer‑first mindset.

Key Responsibilities

• Handle inbound and outbound calls, emails, and chat support to assist customers with queries and requests.
• Resolve product or service‑related issues promptly while maintaining professionalism and empathy.
• Record and update customer interactions, feedback and resolutions in the CRM system.
• Escalate complex or unresolved issues to the appropriate team or supervisor.
• Maintain a high level of product knowledge to deliver accurate information and support.
• Achieve performance metrics including response time, resolution time and customer satisfaction scores.
• Follow up with customers to ensure satisfaction and maintain strong relationships.
• Adhere to company policies, compliance guidelines and service‑level agreements.
• Provide suggestions for process improvements and contribute to a positive team environment.

Essential Qualifications

• Bachelor's degree or diploma in any discipline.
• Proven experience (13 years) in customer support, call center or client service roles.
• Fluency in English (both spoken and written). Knowledge of Arabic or Hindi/Tamil/Malayalam will be an added advantage.

Skills Required

• Excellent verbal and written communication skills.
• Strong interpersonal and problem‑solving abilities.
• Proficiency in MS Office and experience with CRM/ticketing tools.
• Ability to multitask, prioritize and work effectively under pressure.
• Active listening skills with patience and empathy to handle customer concerns.
• Strong teamwork and collaboration abilities.