Customer Service Representative

About This Role

Role Overview

We are seeking a friendly, patient, and solution-oriented Customer Service Representative to be the first point of contact for our customers. The ideal candidate has excellent communication skills in English (Arabic is a strong advantage), a positive attitude, and a passion for helping people. You will handle inquiries via phone, email, live chat, and in-person (depending on the role), resolve issues, process orders, and ensure every customer interaction reflects our commitment to quality.

Key Responsibilities

Customer Support (Multi-channel)

• Respond to customer inquiries via phone, email, live chat, WhatsApp, and social media in a professional, courteous, and timely manner.
• Provide accurate information about products, services, pricing, availability, delivery schedules, returns, warranties, and company policies.
• Troubleshoot and resolve customer issues, complaints, or concerns (e.g., billing discrepancies, order delays, damaged goods, technical problems, account access).
• Escalate complex or unresolved issues to supervisors or specialized departments (e.g., technical support, billing, logistics) with clear documentation.

Order & Account Management

• Process customer orders, returns, exchanges, refunds, and cancellations using company systems (e.g., CRM, ERP, POS).
• Update and maintain customer account information (address changes, contact details, payment methods) in compliance with UAE data protection laws (Federal Decree-Law No. 45 of 2021 on Personal Data Protection) .
• Track shipments, coordinate with logistics partners (e.g., Emirates Post, Aramex, FedEx), and provide real-time delivery updates.

Complaint Resolution & Escalation

• Handle customer complaints with empathy and professionalism, aiming for first-contact resolution wherever possible.
• Investigate issues, liaise with internal departments (sales, warehouse, billing, technical support), and follow up with customers until resolution.
• Document recurring complaints and suggest process improvements to management.

Documentation & Record-Keeping

• Accurately document all customer interactions, actions taken, and resolutions in the company's CRM system.
• Maintain records of customer feedback, recurring issues, and suggestions for product or service improvement.
• Prepare standard correspondence, invoices, credit notes, or service confirmations as needed.

Team Collaboration & Continuous Improvement

• Collaborate with sales, technical support, billing, logistics, and warehouse teams to resolve customer issues efficiently.
• Participate in regular team meetings, training sessions, and performance reviews.
• Identify opportunities to improve customer service processes, FAQs, or self-service resources (e.g., knowledge base, chatbot scripts).

Compliance & Confidentiality

• Handle customer personal information strictly in accordance with UAE Personal Data Protection Law (PDPL) and company policies.
• Follow security protocols when processing payments or accessing sensitive customer data.
• Adhere to industry-specific regulations (e.g., Central Bank of UAE for banking, TDRA for telecommunications, DHA for healthcare inquiries).

Qualifications & Experience

• Education: High school diploma or equivalent required. Post-secondary certificate or diploma in Business, Communications, or related field is an advantage.

Job Types: Full-time, Part-time

Pay: AED1,500.00 - AED2,100.00 per month

Expected hours: 25 per week

Work Location: In person