Customer Service Representative

About The OpportunityOperating in the Management Consulting & Business Services sector that delivers client-facing support and process outsourcing for corporate and government clients across the UAE. We are expanding an on-site customer-facing team to deliver high-quality, SLA-driven support across phone, email, and live chat channels.Role & ResponsibilitiesHandle high-volume inbound customer inquiries across phone, email and chat, delivering first-contact resolution and professional service.Log, triage and manage support tickets in the CRM; update case records, apply correct categorisation, and ensure timely closure per SLA.Escalate complex issues to technical or supervisory teams with clear documentation and follow through until resolution.Monitor and meet individual KPIs including response times, resolution rates and customer satisfaction (CSAT).Collaborate with operations, billing and technical teams to coordinate root-cause fixes and provide consistent customer updates.Identify recurring issues and contribute actionable feedback to improve processes, knowledge base articles and scripts.Skills & QualificationsMust-HaveFluent in English and Arabic (spoken and written) for day-to-day customer communication.Proven experience in a customer service or contact-centre role with exposure to ticket management.Professional telephone etiquette and clear, business-level written correspondence for email/chat support.Eligible to work on-site in the United Arab Emirates and able to work rostered shifts.PreferredExperience with CRM/ticketing platforms such as Zendesk, Freshdesk or Salesforce Service Cloud.Previous exposure to high-volume support (call centre or BPO environment) and multilingual support (Hindi/Urdu or other regional languages).Benefits & Culture HighlightsOn-site role with structured training, clear career pathways into supervisory and specialist support roles.Performance-linked incentives, regular feedback cycles and a collaborative team environment.Opportunity to gain deep exposure to enterprise clients and cross-functional processes within the UAE market.This on-site Customer Service Representative role is ideal for candidates who thrive in fast-paced, customer-centric environments and are committed to resolving customer issues quickly while contributing to continuous service improvements. Apply to join a team focused on delivering measurable service outcomes across the UAE.Skills: freshdesk,customer service,microsoft excel,zendesk