Customer Support Specialist - First-Line Resolution

Remotedxb; Dubai; On-site; AED 40,000 - 55,000; Full time

Job summary

Stefanini is seeking a customer support specialist in Dubai to handle first-level inquiries via phone and email. You will document all interactions in the CRM, follow up on product information and quality issues, and ensure cases are routed to the right teams.

The role requires strong English communication, a high school diploma, and experience in customer service. You will work with brand templates and support tools to meet SLA and CSAT targets.

Qualifications

• Experience in customer service or contact center roles.
• Conversational English with at least B2 level.
• Strong verbal and written communication skills.
• Ability to organize and prioritize tasks.

Responsibilities

• Provide first-level support to customers via phone and email.
• Manage and follow up on cases related to product information, quality complaints, and purchase requests.
• Document and update all interactions in the CRM system.
• Identify and escalate situations to the appropriate areas.
• Use communication templates and brand guidelines correctly.
• Perform basic operational validations and customer data confirmation.
• Meet performance and quality indicators (SLA, AHT, QA, and CSAT).
• Stay updated on operational processes and tools.
• Collaborate with supervisors on feedback and continuous improvement sessions.

Skills

Customer service

Communication

Time management

English proficiency

Education

High school diploma

Tools

CRM systems

Office tools

Job description

Stefanini is seeking a customer support specialist in Dubai to handle first-level inquiries via phone and email. You will document all interactions in the CRM, follow up on product information and quality issues, and ensure cases are routed to the right teams.

The role requires strong English communication, a high school diploma, and experience in customer service. You will work with brand templates and support tools to meet SLA and CSAT targets.