Customer Service Representative

7 days ago

Dubai, Dubai, United Arab Emirates Logic Utilities District Cooling Services LLC Full time

Role Title:
Customer Service Agent

Department:
Customer Service

Location:
Dubai Science Park

Overview

Logic Utilities is recruiting a Customer Service Agent to join our growing team. These roles will support the team in Customer Service in delivering a high standard of customer interaction, service quality, and operational consistency across all customer touchpoints. Zendesk experience is essential for this role and is a non negotiable requirement.

The successful candidates will handle incoming enquiries, resolve issues, maintain accurate records, and contribute to the overall efficiency and professionalism of the customer service function.

Key Responsibilities


• Manage incoming customer enquiries across phone, email, chat, and ticketing channels.


• Use Zendesk to log, track, prioritise, and resolve cases accurately and efficiently.


• Provide clear and professional communication to customers at all stages of their enquiry.


• Follow established processes and SOPs to ensure consistent service delivery.


• Escalate complex issues to senior team members or the Head of Customer Service when required.


• Liaise with internal departments such as Operations, Finance, CRM, and Technical teams to support timely resolution of customer issues.


• Maintain accurate customer records, service notes, and case histories within Zendesk and CRM systems.


• Support SLA achievement by managing workloads effectively and meeting response and resolution targets.


• Identify recurring issues and proactively flag improvement opportunities to the Head of Customer Service.


• Support quality assurance processes and participate in training, coaching, and performance reviews.

Skills and Experience Required


• Minimum 2 to 3 years experience in a customer service role.


• Mandatory experience using Zendesk, including ticket management, workflows, and reporting.


• Strong communication skills with a customer focused approach.


• Experience working in structured service environments with SLAs and KPIs.


• Ability to multitask and manage workload in a fast paced setting.


• High level of accuracy and attention to detail.


• Strong problem solving skills and a proactive mindset.


• Ability to work collaboratively with colleagues and contribute to a positive team culture.

Why Join Logic Utilities


• Opportunity to work under a newly established senior leadership structure.


• Growing organisation with a focus on customer experience and service excellence.


• Supportive and collaborative team culture.


• Clear development pathways as the customer service function expands.

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