Customer Service Representative

Job Overview

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.

Company Overview

WADI AL SAHAB FOR MANAGEMENT AND CONSULTANCIES CO. is a management consulting and business process outsourcing (BPO) company serving corporate and government clients across the UAE. They specialize in client-facing customer service and operations, delivering high-quality, on-site support.

Quick Details

• Salary Range: AED 4,000.00/mo - AED 4,500.00/mo
• Job Type: Full-time
• Qualifications: Diploma / Higher Diploma
• Experience: Entry Level

Key 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.

Requirements

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

Benefits

• 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.