Customer Service Representative

Industry: Management consulting and professional services operating in the UAE market. Sector: Business advisory, client-facing support and operational services for corporate and SME clients across the Emirates. On-site role based in the United Arab Emirates.About The OpportunityWe are recruiting an experienced Customer Service Representative to deliver high-quality, on-site client support for a fast-paced management consultancy environment. This role focuses on frontline client communication, issue resolution, and accurate case management across phone, email and ticketing channels.Role & ResponsibilitiesHandle inbound client inquiries via phone and email, prioritising SLA and first-contact resolution.Create, update and close support tickets in the CRM/ticketing system with clear notes and follow-up actions.Resolve routine client issues (billing, appointment scheduling, service queries) and escalate complex cases to appropriate teams.Maintain accurate client records and support order/process tracking in internal systems.Meet daily and weekly performance KPIs (response time, resolution rate, client satisfaction) and participate in continuous improvement initiatives.Support on-site business operations by coordinating with cross-functional teams to ensure seamless client experiences.Skills & QualificationsMust-HaveInbound call handlingSalesforceZendeskOmnichannel ticketing systemsIVR/ACD telephony systemsMicrosoft ExcelPreferredBilingual Arabic and English supportExperience with live-chat platforms (Intercom, LiveChat)E‑commerce or order-management system exposureAdditional QualificationsPrevious on-site customer service or call-centre experience in the UAE or GCC market preferred.Professional telephone etiquette, problem-solving orientation and strong attention to detail.Valid work authorization for the UAE (company may provide visa assistance where applicable).Benefits & Culture HighlightsCompetitive UAE-market salary with performance-linked incentives.Structured on-site team environment focused on skill development and operational excellence.Opportunity to work closely with consulting teams and build client-facing experience across diverse industries.To apply, highlight relevant CRM/ticketing experience and any bilingual support capability in your CV. This role is on-site in the UAE and seeks candidates ready to deliver dependable, client-first service in a professional consulting environment.Skills: zendesk,customer service,salesforce,microsoft excel