Senior Officer - Customer Support

Al Ghurair; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

A leading company in Dubai is seeking a Customer Support Representative who will assist customers with their queries and complaints through chat and in-app tickets. This position requires excellent communication skills in English, along with a minimum of 2 years of experience in customer service. Ideal candidates should be flexible with shifts and possess the ability to handle multiple channels of communication effectively.

Qualifications

• 2+ years of experience in call center or customer service.
• Good written and verbal English communication.
• Preferred: 4+ years of experience in similar roles.

Responsibilities

• Provide support for customer queries through chat and tickets.
• Resolve product and service problems.
• Collect and analyze customer feedback.

Skills

Good English communication skills

Customer service experience

Flexibility to work different shifts

Proficiency in Arabic

Education

Any graduation degree

Job description

Job Description

Purpose of the role is to provide support to customers with their queries, requests or complaints raised via chat and in-app tickets, and resolve the issues based on the SOPs defined by the company.

Job Description

Purpose of the role is to provide support to customers with their queries, requests or complaints raised via chat and in-app tickets, and resolve the issues based on the SOPs defined by the company.

Strategic

RESPONSIBILITIES

N/A

Operational

• Serve customers by providing product and service information.
• Resolve product and service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Manage various inbound channels such as chat and in-app form.
• Collect and analyse customer feedback.
• Refer advanced cases to management for resolution, providing background information as necessary.
• Meet and maintain KPIs such as First response time, resolution time and CSAT.
  
  

People Management

N/A

Product/Process Improvement

N/A

Qualifications

Education & Certifications:

• MINIMUM: Any graduation degree with good English communication skills (written and verbal).
  
  

Knowledge & Skill

• The ideal candidate should possess the below mentioned skills:
• 2+ years of experience in call center or customer service experience Flexibility to work different shifts (including evenings, weekends, or holidays).
• Proficiency in communicating in English (written and verbal).
• Arabic preferred but not mandatory.
  
  

Experience

• PREFERRED: 4+ years of experience in call center or customer service experience (written and verbal channels)
• MINIMUM: 2+ years of experience in call center or customer service experience (written and verbal channels).