On-Site Customer Service Representative - Management Consulting & BPO

Standardized Job Title: Customer Service Representative

Industry: Management consulting and business process outsourcing (BPO) serving corporate and government clients across the UAE. Sector: Client-facing customer service and operations delivering high-quality, on-site support across telephone, chat, and ticketing channels.

About The Opportunity

Join a fast-paced on-site customer service team that supports clients across retail, corporate services and public-sector engagements in the UAE. You will be the first point of contact for customers — resolving inquiries, managing escalation paths, and ensuring consistently excellent customer experiences while working within structured call- and ticket-management processes.

Role & Responsibilities

• Handle inbound customer inquiries via phone, email, and live chat with professionalism and accurate problem resolution.
• Log, triage, and resolve tickets in the CRM or escalate to specialized teams when required, following SLA timelines.
• Maintain and update knowledge-base articles and standard response templates to improve first-contact resolution.
• Conduct verification, order tracking, billing clarifications, and basic troubleshooting while documenting all interactions clearly.
• Collaborate with operations, technical, and escalation teams to drive speedy resolutions and follow up to ensure customer satisfaction.
• Adhere to call scripts, quality guidelines, and daily performance metrics; participate in training and continuous improvement initiatives.
  
  

Skills & Qualifications

Must-Have

• Proven customer service or call-center experience with strong phone-based problem solving (2+ years preferred).
• Fluent spoken and written Arabic and English; clear phone etiquette for diverse UAE customer base.
• Proficiency using CRM or ticketing systems such as Zendesk or Salesforce Service Cloud.
• Ability to work on-site in the UAE with flexible shift availability (including evenings/weekends if required).
  
  

Preferred

• Experience with IVR systems, omnichannel support, or BPO environments supporting retail/e-commerce clients.
• Additional language skills (Hindi, Urdu, Tagalog) and familiarity with UAE customer expectations and regulations.
  
  

Benefits & Culture Highlights

• Competitive UAE salary package with performance-linked incentives and on-site team environment.
• Structured training, clear career progression paths, and opportunity to work with cross-functional consulting teams.
• Professional, inclusive workplace focused on operational excellence and customer-first values.
  
  

To apply, please submit your CV highlighting relevant CRM experience and language skills. Candidates must be eligible to work in the UAE or willing to relocate with sponsorship where applicable.

Skills: crm,zendesk,customer service