Customer Service Representative
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Key skills for this role
About the Role
About The Opportunity A fast-growing logistics and import-export firm operating across the Middle East, we specialize in end-to-end supply chain solutions for retail, FMCG, and industrial sectors.
Key Skills for This Role
Full Job Posting
About The Opportunity
A fast-growing logistics and import-export firm operating across the Middle East, we specialize in end-to-end supply chain solutions for retail, FMCG, and industrial sectors.
With a strong presence in the UAE, we deliver seamless cross-border trade services powered by customer-centric operations and technology-driven compliance.
Our team thrives on building trusted partnerships—and our Customer Service Representatives are the frontline ambassadors of that promise.
Role & Responsibilities
- Respond promptly to customer inquiries via phone, email, and live chat—resolving issues related to orders, shipping, customs, and documentation.
- Coordinate with internal teams (logistics, customs, finance) to ensure timely updates and accurate delivery of service promises.
- Track, update, and maintain customer records and service tickets in CRM tools with 100% accuracy.
- Proactively identify recurring issues and escalate process improvements to operational leads.
- Guide customers through documentation, compliance, and payment processes with clear, empathetic, and professional communication.
- Meet daily KPIs for response time, resolution rate, and customer satisfaction scores (CSAT).
Skills & Qualifications
- Must-Have
- CRM software (e.g., Zendesk, Freshdesk, HubSpot)
• Microsoft Office Suite (Excel, Word, Outlook)
- Customer complaint resolution
- Order tracking & status updates
- Import/export documentation handling
- Arabic & English fluency (spoken & written)
- UAE customs & trade compliance awareness
- Phone etiquette & live chat support
- Preferred
- Experience in logistics, trade, or supply chain customer service
- Familiarity with UAE’s Federal Authority for Identity and Citizenship (ICA) or MOHRE requirements
- Basic knowledge of Incoterms or commercial invoice processing
Benefits & Culture Highlights
- Competitive salary + performance bonuses + UAE labor benefits
- Fast-paced, supportive team environment with clear growth paths
- On-site work in Dubai with flexible shift options (morning/afternoon/evening)
- Skills: compliance,documentation,crm,customer service
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