Senior Customer Service Representative (Tech Support)

etisalat UAE; Ajman; On-site; AED 50,000 - 61,000; Full time

Job summary

etisalat UAE is seeking a Senior Customer Service Representative (Technical Support) in the UAE to deliver high-quality support to business and enterprise customers. You will handle inquiries across multiple channels, manage cases, and coordinate resolutions for diverse telecom services.

The role emphasizes strong communication, problem-solving, and adherence to SLAs, with preference for English proficiency and Arabic as an advantage.

Qualifications

• 2–4 years of experience in Telecom Customer Service or B2B Support
• Experience with telecom billing, complaints, service requests, and fault handling
• Experience with CRM, ticketing, and customer service systems
• Excellent communication and customer-handling skills
• Strong case ownership and follow-up abilities
• English fluency; Arabic is an advantage
• Experience supporting enterprise or SMB customers preferred

Responsibilities

• Handle customer interactions via hotline, email, chat, WhatsApp, and other channels
• Provide B2B telecom product and service support
• Manage customer complaints, service requests, billing inquiries, and order-related issues
• Handle verification, account ownership, and authorization processes
• Diagnose and coordinate resolution of service issues across fixed, mobile, internet, IPTV, MPLS, and managed services
• Create, update, track, and close customer cases with accurate documentation
• Ensure timely follow-ups, SLA adherence, and customer satisfaction
• Coordinate with internal teams for issue resolution
• Escalate critical, aging, and VIP complaints per escalation matrix

Skills

Telecom customer service

B2B support

CRM systems

Communication skills

Problem-solving

English proficiency

Arabic advantage

Education

Bachelor's Degree or Diploma in Business/IT/Communications/Customer Service

Tools

CRM software

Ticketing systems

Job description

Senior Customer Service Representative

Location: UAE

Salary: AED 4,500 – 5,500 per month

Experience: 2–4 Years

Department: Business Care / Operations

Education: Bachelor's Degree or Diploma in Business, IT, Communications, Customer Service, or a related field.

Are you an experienced customer service professional with a strong background in B2B Telecom support, customer case management, and complaint resolution?

We are looking for a Senior Customer Service Representative(Technical Support) to join our team and deliver exceptional customer support to business and enterprise customers.

Key Responsibilities

• Handle customer interactions through hotline, email, chat, WhatsApp, and other approved channels.
• Provide B2B customer support for telecom products and services.
• Manage customer complaints, service requests, billing inquiries, and order-related issues.
• Handle customer verification, account ownership, and authorization processes.
• Diagnose and coordinate resolution of service issues related to fixed, mobile, internet, IPTV, leased lines, MPLS, and managed services.
• Create, update, track, and close customer cases with accurate documentation.
• Ensure timely follow-ups, SLA adherence, and customer satisfaction.
• Coordinate with internal technical and operational teams for issue resolution.
• Escalate critical, repeated, aging, and VIP customer complaints through the approved escalation matrix.

Required Skills & Experience

• 2–4 years of experience in Telecom Customer Service, B2B Support, Contact Center, or Business Care Operations.
• Strong understanding of telecom billing, complaints, service requests, and technical fault handling.
• Experience with CRM, ticketing, and customer service systems.
• Excellent communication and customer-handling skills.
• Strong case ownership, follow-up, and problem-solving abilities.
• Excellent English communication skills; Arabic is an advantage.
• Experience supporting enterprise or SMB customers will be preferred.