Customer Support Representative

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

Job summary

A leading recruitment agency in Dubai is seeking a Customer Support Representative to be the first point of contact for customers. The ideal candidate must possess 13 years of experience in customer support and strong communication skills. Responsibilities include handling calls and emails, resolving inquiries and complaints, documenting interactions in the CRM system, and maintaining product knowledge. Fluency in English is essential, and knowledge of Arabic or other regional languages is a plus.

Qualifications

• 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 or Malayalam is an advantage.

Responsibilities

• Handle inbound and outbound calls, emails and chat support to assist customers.
• Resolve product or service-related issues promptly.
• Record and update customer interactions in the CRM system.
• Escalate complex issues to the appropriate team or supervisor.
• Achieve performance metrics including response time and customer satisfaction scores.

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

Active listening skills with patience and empathy

Strong teamwork and collaboration abilities

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 or 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.