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 systems, service level management, complaint resolution, bilingual customer communication, and cross‑team coordination. It provides a practical platform for candidates who want to grow in customer support, contact centre operations, retail service, or customer experience roles within a respected regional business group.

About the Company
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