Multichannel Customer Support Specialist

Black Pearl Consult; Dubai; On-site; AED 67,000 - 100,000; Full time

Job summary

Black Pearl Consult is hiring a Customer Service Agent in Dubai, UAE. The role focuses on handling inquiries, resolving issues, and delivering high-quality support across phone, email, and chat in a fast-paced tech environment.

The ideal candidate has at least 2 years UAE BPO or contact centre experience, strong English communication, and proficiency with CRM/ticketing systems. FinTech/tech sector experience is a plus.

Qualifications

• Minimum 2 years of UAE customer service experience.
• Experience in BPO/contact center or shared-services environment.
• Typing speed of 40 WPM with good accuracy.
• Strong verbal and written English communication.
• Experience handling high-volume customer interactions.
• Proficient with CRM/ticketing/customer support platforms.
• Ability to work under pressure and meet service targets.
• Detail-oriented and professional demeanor.
• Able to thrive in a fast-paced technology environment.
• Experience in FinTech/tech/e-commerce/banking/payments domains.

Responsibilities

• Handle customer inquiries and provide accurate, timely assistance.
• Respond to concerns via phone, email, chat and other channels.
• Resolve issues while maintaining a positive customer experience.
• Follow established service procedures and escalation processes.
• Investigate issues and coordinate with internal teams for solutions.
• Maintain accurate records of interactions and resolutions.
• Follow up on unresolved issues for timely closure.
• Escalate complex cases to the appropriate department.
• Meet service level, response time, and CSAT targets.
• Identify recurring issues and provide feedback to teams.

Skills

Communication skills

Typing 40 WPM

Multitasking

Problem solving

Customer focus

English proficiency

High-volume support

CRM software

Tools

CRM software

Ticketing systems

MS Office

Job description

Black Pearl Consult is hiring a Customer Service Agent in Dubai, UAE. The role focuses on handling inquiries, resolving issues, and delivering high-quality support across phone, email, and chat in a fast-paced tech environment.

The ideal candidate has at least 2 years UAE BPO or contact centre experience, strong English communication, and proficiency with CRM/ticketing systems. FinTech/tech sector experience is a plus.