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Customer Support Experience Officer

2 weeks ago

Dubai, United Arab Emirates MKTG Marketing Full time

We are seeking a motivated and customer-oriented Customer Support Experience Officer to join our growing team. You will act as the primary point of contact for customers, providing support across phone, email, chat, and helpdesk channels. Your goal is to enhance customer satisfaction, resolve issues efficiently, and deliver a seamless service experience. Important: Only UAE citizens or legal UAE residents with valid Emirates ID / residency documentation will be considered.

Key Responsibilities

- Handle customer inquiries through phone, email, live chat, WhatsApp, and support ticket systems - Manage daily customer requests, complaints, and escalations in a professional and timely manner - Provide product/service information and guide customers through troubleshooting steps - Maintain accurate documentation within CRM or helpdesk platforms - Coordinate with technical, operations, and sales teams to resolve complex issues - Monitor open cases and ensure timely follow-ups until resolution - Identify recurring customer issues and report them to management for service improvements - Assist in customer onboarding, user guidance, and basic product training - Support improvements in customer service workflows, SOP updates, and team processes - Participate in team meetings, training sessions, and customer service performance reviews Qualifications - 1–3 years of experience in customer service, customer support, helpdesk, call center, client experience, or technical support - Proficiency in English; Arabic is an advantage - Familiarity with CRM/ticketing tools such as Zendesk, Freshdesk, HubSpot, or Salesforce Service Cloud - Strong communication, problem-solving, and active listening skills - Ability to work in a fast-paced environment and manage multiple tasks - Customer-focused mindset with a positive attitude - Must be a UAE citizen or legal UAE resident Preferred Skills - Customer service excellence - Call center operations - Live chat support - Customer retention - CRM management - Email support handling - Ticket resolution and escalation - Service quality monitoring - Client relationship management - User support and onboarding - Conflict resolution and problem-solving - Customer satisfaction improvement Why Join Us - Competitive salary and benefits package - Dynamic, multicultural work environment - Opportunities for career growth and professional development - Training on customer service tools and best practices. #J-18808-Ljbffr