About the Role
We are looking for a Customer Service Agent with strong BPO/contact center experience to join a fast-growing technology-focused organization in Dubai. The ideal candidate will have proven experience handling customer inquiries, resolving issues, and providing professional support through multiple communication channels.
The successful candidate should be customer-focused, confident in communication, and comfortable working in a fast-paced environment where service quality, response time, productivity, and customer satisfaction are key priorities.
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Key Responsibilities
- Handle customer inquiries and provide accurate, timely, and professional assistance.
- Respond to customer concerns through phone, email, chat, and other communication channels.
- Resolve customer issues efficiently while maintaining a positive customer experience.
- Follow established customer service procedures, policies, and escalation processes.
- Investigate customer concerns and coordinate with relevant internal teams to provide appropriate solutions.
- Maintain accurate records of customer interactions, requests, complaints, and resolutions.
- Follow up on unresolved issues and ensure timely closure.
- Escalate complex or sensitive cases to the appropriate department or supervisor.
- Meet assigned service level, response time, quality, productivity, and customer satisfaction targets.
- Handle customer complaints professionally and work toward effective resolutions.
- Identify recurring customer issues and provide feedback to the relevant teams.
- Maintain a high level of product/service knowledge to effectively assist customers.
- Ensure all customer information and interactions are handled with confidentiality and professionalism.
- Participate in team meetings, coaching sessions, and training programs as required.
Requirements
- Minimum 2 years of relevant customer service experience in the UAE.
- Previous experience in a BPO, contact center, customer support, or shared-services environment is required.
- Minimum typing speed of 40 words per minute (WPM) with good accuracy.
- Strong verbal and written communication skills in English.
- Experience handling high-volume customer interactions.
- Strong problem-solving and complaint-handling skills.
- Customer-focused with a professional and positive approach.
- Ability to multitask and manage multiple customer concerns efficiently.
- Comfortable working with CRM, ticketing, call-center, or customer support systems.
- Good computer skills, including Microsoft Office and customer service platforms.
- Ability to work under pressure and consistently meet service-level and performance targets.
- Strong attention to detail and follow-through.
- Flexible, adaptable, and willing to work in a fast-paced technology environment.
- Experience supporting customers in FinTech, technology, e-commerce, banking, payments, or digital platforms.
- Experience working with CRM or ticketing systems.
- Knowledge of customer service KPIs such as AHT, CSAT, FCR, SLA, and response time.
- Experience handling escalations and complex customer cases.
- Ability to type quickly and accurately while handling live customer interactions.
