Customer Support Agent

Job Snapshot

Customer Support Agent - Contact Centre in Dubai, United Arab Emirates is a Retail hiring opportunity for a bilingual customer service professional with strong Arabic and English communication skills, CRM experience, complaint handling ability, and a clear focus on fast, accurate customer support.

Job Details

Location: Dubai, United Arab Emirates

Industry: Retail

Function: Customer Support - Client Care

Job Type: Full-time

Salary: 5000-7500 riyals/month (estimated; please confirm final offer with the employer)

Responsibilities

• Handle customer calls, emails, CRM cases, and social media complaints in a professional and timely manner.
• Accurately raise and update customer cases in CRM for follow-up, tracking, and data recording.
• Resolve customer emails and social media complaints within the required 24‑hour timeline.
• Aim for first call resolution by understanding the customer issue, identifying practical solutions, and coordinating with relevant teams when needed.
• Monitor the transport management system and inform customers promptly about delays, changes, or service updates.
• Communicate with customers in a positive, clear, and empathetic manner to improve trust and service confidence.
• Manage customer expectations by providing accurate information, realistic timelines, and proper follow‑up.
• Arrange schedules and workloads to help maintain service levels and protect the overall customer experience.
• Ensure correct support coverage at all times to improve response speed and service delivery.
• Follow customer support centre guidelines, internal processes, and agreed department standards.
• Support department business plans and action plans as directed by the management team.
• Record customer interactions clearly and ensure information is complete, correct, and easy for teams to follow.
• Escalate complex complaints, repeated issues, urgent matters, or service failures to the appropriate supervisor.
• Report risks, hazards, unusual activity, or process concerns to management without delay.
• Follow health and safety guidelines and SOPs to support a safe working environment.
• Use Excel, CRM, Genesys, and computer systems to support case handling, tracking, reporting, and customer service activity.
• Work with colleagues to maintain a smooth, responsive, and customer‑focused support centre operation.

Qualifications

• High school diploma is required.
• Fluency in Arabic and English is required.
• Experience in a call center, contact center, customer support, or customer care environment is preferred.
• Experience using Genesys, CRM systems, or similar customer management platforms is an advantage.
• Retail background will be beneficial.
• Good computer literacy with working knowledge of Excel.
• Strong communication skills with the ability to handle customers clearly, politely, and confidently.
• Good analytical and thinking skills to understand customer issues and identify practical solutions.
• Strong problem‑solving ability with a focus on first contact resolution.
• Excellent interpersonal skills and the ability to work with customers, colleagues, and supervisors professionally.
• Good time management skills with the ability to manage multiple interactions and follow‑up tasks.
• Able to work under pressure while maintaining service quality and a calm tone.
• Detail‑oriented when entering CRM notes, updating customer cases, and following support procedures.
• Positive, empathetic, and customer‑focused approach to every interaction.
• Willing to follow SOPs, service guidelines, and department performance expectations.

Key Skills

• Customer support, contact centre operations, call centre service, customer care.
• Arabic communication, English communication, CRM case management, Genesys.
• Email complaint handling, social media complaint handling, first call resolution, customer journey support.
• Transport management system monitoring, service delay communication, complaint escalation, case tracking.
• Data recording, Excel, computer literacy, time management, problem solving, analytical thinking.
• Empathetic communication, customer experience, SOP compliance, health and safety awareness.
• Workload coordination, service level support.

Why Join Us

This role gives the Customer Support Agent - Contact Centre the opportunity to build valuable customer service experience within a busy Retail support environment in Dubai, United Arab Emirates. It is a strong fit for someone who enjoys helping customers, solving issues, working with digital support tools, and contributing to a better customer journey.

The position offers exposure to CRM s