Customer Service Representative

8 hours ago

Dubai, Dubai, United Arab Emirates WADI AL SAHAB FOR MANAGEMENT AND CONSULTANCIES CO. Full time

About The Opportunity
A role in the Management Consulting & Professional Services sector delivering front-line client support across business operations in the United Arab Emirates. This on-site Customer Service role supports operational excellence by resolving client queries, maintaining service SLAs, and ensuring high satisfaction across local and regional accounts.

Primary Job Title:
Customer Service Representative

Role & Responsibilities

  • Handle high-volume inbound customer interactions via phone, email and live chat while meeting established SLA and quality targets.
  • Log, update and manage customer records and case notes in CRM platforms to ensure accurate, auditable histories.
  • Diagnose customer issues, provide timely resolutions or escalate to relevant teams with clear context and next steps.
  • Work on-site with cross-functional teams to support process improvements, feedback loops and knowledge-base updates.
  • Achieve individual performance KPIs (First Contact Resolution, average handle time, CSAT) and contribute to team goals.
  • Provide polite, professional bilingual support (English + Arabic) for a diverse UAE customer base and maintain confidentiality and compliance standards.

Skills & Qualifications
Must-Have

  • Proven experience in phone-based customer support roles in a service environment.
  • Experience using CRM or ticketing systems (Salesforce, Zendesk or Freshdesk).
  • Strong practical knowledge of email and live chat support workflows.
  • Professional proficiency in English and Arabic (spoken and written).
  • Ability to meet KPIs: response time, FCR, CSAT, and accurate case documentation.

Preferred

  • Previous experience in a consultancy, B2B services or corporate support environment in the UAE.
  • Familiarity with MS Excel reporting and SLA tracking tools.
  • Customer service certification or formal training in complaint management.

Benefits & Culture Highlights

  • On-site role with structured shifts and clear performance incentives tied to KPIs and customer satisfaction.
  • Collaborative, process-driven environment with opportunities to contribute to operational improvements and career growth.
  • Exposure to regional client portfolios and multicultural teams—ideal for candidates seeking hands-on service experience in the UAE market.

How to Apply:
Candidates who meet the must-have criteria and thrive in fast-paced, customer-centric environments are encouraged to apply. Include a concise summary of relevant CRM experience and language proficiency in your application.

Skills: customer service,zendesk,freshdesk,microsoft outlook

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