Senior B2B Telecom Support Specialist

eMinds; Ajman; On-site; AED 43,000 - 51,000; Full time

Benefits offered by this job

Medical insurance

Air ticket

Employment visa (employee only)

Job summary

eMinds in Ajman, UAE, is seeking a Senior Customer Service Representative for B2B telecom to manage business customer inquiries, complaints, service requests, billing issues, and technical concerns across channels. Ownership from initial contact to resolution is required.

The role involves handling escalations, maintaining CRM/ticketing accuracy, and achieving first-contact resolution while coordinating with internal teams. Rotational shifts and a focus on quality are key.

Responsibilities

• Handle customer interactions through telephone, email, live chat, WhatsApp, and approved escalation channels.
• Provide accurate information and support for business telecom products, packages, billing, orders, and after-sales services.
• Verify customer identity, account ownership, authorized contacts, eligibility, and required documents before processing requests.
• Assess concerns involving mobile, fixed-line, internet, email, IPTV, leased lines, MPLS, and managed services; resolve issues within scope or coordinate with the appropriate team.
• Create, classify, update, track, and close customer cases accurately in CRM and ticketing systems.
• Achieve first-contact resolution wherever possible and coordinate with internal teams when further investigation is required.
• Maintain ownership of complaints, pending orders, service delivery issues, and billing or collections-related requests until resolution or documented handover.
• Keep customers informed of case progress, required actions, expected timelines, and resolution outcomes.
• Escalate critical, repeated, overdue, or sensitive issues according to the approved escalation matrix.
• Follow operating procedures, service quality standards, data privacy requirements, information security controls, and company policies.
• Meet agreed targets for service levels, quality, productivity, customer satisfaction, and schedule adherence.

Job description

eMinds in Ajman, UAE, is seeking a Senior Customer Service Representative for B2B telecom to manage business customer inquiries, complaints, service requests, billing issues, and technical concerns across channels. Ownership from initial contact to resolution is required.

The role involves handling escalations, maintaining CRM/ticketing accuracy, and achieving first-contact resolution while coordinating with internal teams. Rotational shifts and a focus on quality are key.