Customer Care Representative
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Key skills for this role
About the Role
Customer Service Agent Dubai, UAE Logic Utilities Full-Time About Logic Utilitie sLogic Utilities is a leading utility billing and customer experience provider serving residential and commercial communities across Dubai and Abu Dhabi.
Key Skills for This Role
Full Job Posting
Customer Service Agent
📍 Dubai, UAE
🏢 Logic Utilities
🕒 Full-Time
About Logic Utilitie
sLogic Utilities is a leading utility billing and customer experience provider serving residential and commercial communities across Dubai and Abu Dhabi.
As we continue to invest in technology, AI-driven customer support and service excellence, we are looking for a Customer Service Agent to join our growing Customer Experience team
.
This role is ideal for someone who enjoys helping customers, solving problems and delivering outstanding service while working within a fast-paced, technology-enabled environmen
t.
The R
oleAs a Customer Service Agent, you will be responsible for managing customer enquiries, conducting outbound customer callbacks, resolving service issues and ensuring customers receive timely and professional support throughout their journey with Logic Utiliti
es.Working within Zendesk and our customer engagement platforms, you will investigate customer concerns, coordinate with internal departments and ensure every case is managed through to resoluti
on.
Tiescustomer Service & Call Manage
- mentManage customer callbacks and service enquiries through our customer support syst
- ems.Review customer account information and ticket history before contacting custom
- ers.Verify customer identity and ensure compliance with data protection and privacy requireme
- nts.Provide clear, professional and empathetic support to custom
- ers.Resolve customer enquiries wherever possible and provide accurate updates when further action is requi
- red.Take ownership of customer issues from initial contact through to resolut
- ion.
Billing, Payments & Account Su
- pportHandle customer enquiries relatin
- g to:Utility
- billsPayments and payment alloca
- tionsSecurity deposit re
- fundsLate payment
- feesDisconnection and reconnection req
- uestsInvestigate account histories and coordinate with internal teams to provide accurate informa
- tion.Escalate complex issues appropriately while maintaining ownership of customer communicat
- ions.
Ticket & Crm Mana
- gementMaintain accurate and detailed customer records within Ze
- ndesk.Ensure all customer interactions are properly docum
- ented.Manage ticket queues effectively and prioritise cases according to service l
- evels.Prepare customer communications using approved templates and proc
- esses.Support complaint handling and customer resolution acti
- v
ities.Complaint Resolution & Escal
- ationsHandle customer complaints professionally and within required response timef
- rames.Escalate regulatory complaints and high-risk customer issues appropri
- ately.Work closely with supervisors and managers to resolve complex
- cases.Follow customer service best practices and de-escalation procedures where req
- uired.
Team & Operational
- SupportCollaborate with Billing, Collections, Technical and Customer Experience
- teams.Support service level agreement (SLA) performance t
- argets.Contribute to continuous improvement initiatives and customer experience enhanc
- ements.Adapt to new technologies, AI-assisted workflows and evolving business pro
- cesses.
What We'Re Loo
- king ForEssential Requ
- irementsBachelor's degree or equivalent professional exp
- erience.1-3 years of customer service, contact centre or customer support exp
- erience.Strong verbal and written communication skills in
- English.Excellent problem-solving and customer relationship
- skills.Ability to remain calm and professional under p
- ressure.Strong attention to detail and organisational
- skills.Experience using CRM, ticketing or customer management
- systems.
- DesirableExperience within utilities, billing, collections, real estate or facilities ma
- nagement.Zendesk ex
- perience.Experience with outbound customer engagement p
- latforms.Knowledge of UAE utility regulations and customer service fr
- ameworks.Arabic languag
- e skills.
Succes
- s MeasuresYou will be successful in this role i
- f you can:Deliver exceptional customer ex
- periences.Resolve customer issues efficiently and a
- ccurately.Meet service level and response tim
- e targets.Maintain high-quality customer records and docu
- mentation.Contribute positively to customer satisfaction and
- retention.
Why Join Logic
- Utilities?Be part of a growing and innovative utilitie
- s business.Work with modern customer experience technologies including AI-assisted sup
- port tools.Opportunities for career growth and d
- evelopment.Collaborative and supportive te
- am culture.Make a genuine impact on customer experience across Dubai and
- Abu Dhabi.
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