Senior Customer Service Associate

2 weeks ago

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

Role Title: Senior Customer Service Agent (Escalations)

Department:
Customer Service

Location:
Dubai Science Park

Overview

Logic Utilities is seeking an
experienced Senior Customer Service Agent (Escalations)
to join our growing Customer Service team. This role is suited to a customer service professional who thrives on
owning complex cases, resolving escalations, and delivering high-quality outcomes
in a structured, SLA-driven environment.

You will play a key role in supporting service excellence by acting as a trusted escalation point, working closely with internal teams to resolve sensitive or high-impact customer issues with confidence, care, and sound judgement.

Strong hands-on experience with Zendesk is essential for this role.

Key Responsibilities

  • Take ownership of escalated, complex, or high-priority customer cases from start to resolution.
  • Manage customer enquiries across phone, email, and ticketing channels, with a focus on quality and resolution rather than volume.
  • Use Zendesk confidently to prioritise, track, and resolve tickets while maintaining SLA compliance.
  • Apply sound judgement to assess urgency, risk, and the most appropriate resolution pathway.
  • Collaborate closely with Operations, Finance, Technical, CRM, and Management teams to drive timely outcomes.
  • Communicate clearly and professionally with customers, particularly in sensitive or complaint-driven situations.
  • Maintain accurate, detailed case records and customer histories within Zendesk and CRM systems.
  • Support SLA performance through effective workload management and proactive follow-up.
  • Identify recurring escalation themes and contribute improvement suggestions to the Head of Customer Service.
  • Support quality assurance, coaching, and knowledge sharing within the wider customer service team.

Skills and Experience

  • 4 to 6 years experience in customer service, complaints handling, or escalation-focused roles.
  • Demonstrated experience managing complex customer cases independently.
  • Strong, practical experience using Zendesk, including ticket management and workflows.
  • Experience working in SLA-driven environments with KPIs and accountability.
  • Confident communicator with strong written and verbal skills.
  • Calm, empathetic, and solutions-focused approach to problem-solving.
  • High attention to detail and strong case documentation skills.
  • Comfortable working autonomously while collaborating with senior stakeholders.
  • Experience in regulated, utilities, or operationally complex environments is an advantage.

Why Join Logic Utilities

  • Opportunity to play a meaningful role in shaping a maturing customer service function.
  • Exposure to complex, interesting cases and senior stakeholders.
  • Supportive leadership with a clear focus on service quality and customer experience.
  • Growing organisation offering stability, learning, and future progression.

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