Senior Customer Service Representative (Tech Support)
Role Overview
Senior customer service representative role supporting business and enterprise telecom customers.
Department: Business Care / Operations.
Salary: AED 4,500–5,500 per month.
Key Skills for This Role
Full Job Posting
Role overview
Senior customer service representative role supporting business and enterprise telecom customers.
Department: Business Care / Operations.
Salary: AED 4,500–5,500 per month.
Customer support duties
- Handle customer interactions through hotline, email, chat, WhatsApp, and other approved channels.
- Provide B2B support for telecom products and services; manage complaints, service requests, billing inquiries, and order issues.
- Handle customer verification, account ownership, and authorization processes.
- Diagnose and coordinate resolution of fixed, mobile, internet, IPTV, leased line, MPLS, and managed service issues.
- Create, update, track, and close accurately documented customer cases; follow up and meet service levels.
- Coordinate with technical and operational teams and escalate critical, repeated, aging, and VIP complaints through the approved matrix.
Required qualifications and experience
- 2–4 years of experience in telecom customer service, B2B support, contact center, or business care operations.
- Bachelor’s degree or diploma in Business, IT, Communications, Customer Service, or a related field.
- Strong understanding of telecom billing, complaints, service requests, and technical fault handling.
- Experience with CRM, ticketing, and customer service systems.
- Excellent communication and customer-handling skills; strong case ownership, follow-up, and problem-solving abilities.
- Excellent English communication skills; Arabic is an advantage.
- Enterprise or SMB customer support experience is preferred.
Salary
- AED 4,500–5,500 per month.
Location information
- The posting lists UAE; no workplace arrangement is specified.
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