Customer Care Representative

Confidential

AED 4,000 - 5,999 per month

Bur Dubai, Dubai, UAE

Full Time

0-1 Years

Any

High-School / Secondary

Posted 5 days ago

Job Details

We're looking for a Customer Care Representative to be the first point of contact for our customers. You'll handle enquiries, resolve problems, and turn everyday interactions into reasons for people to stay with us. This role suits someone who listens carefully, stays calm under pressure, and takes ownership of an issue until it's genuinely resolved — not just closed.
Key responsibilities
Customer interaction
• Respond to inbound enquiries across phone, email, live chat, and social channels within agreed service levels.
• Identify customer needs quickly and provide accurate, complete information about products, services, pricing, and policies.
• Make outbound follow-up calls on open cases, escalations, and satisfaction checks.
Issue resolution
• Investigate and resolve complaints, billing discrepancies, delivery issues, and service faults.
• Troubleshoot common product or account issues using internal knowledge bases and diagnostic tools.
• Escalate complex or high-risk cases to the appropriate team with clear, complete handover notes.
• Own each case end to end, keeping the customer updated until resolution is confirmed.
Compliance
• Follow data protection, privacy, and confidentiality requirements at all times.
• Adhere to company policies, regulatory obligations, and approved call/communication scripts.
Required qualifications
• High school diploma or equivalent; a bachelor's degree is an advantage.
• [1–2] years' experience in customer service, call centre, retail, hospitality, or a related front-line role.
• Fluent written and spoken English.
• Available to work [shifts / weekends / public holidays] as required.
Skills and competencies
• Communication — clear, warm, and professional in writing and on the phone; able to explain complex things simply.
• Active listening — hears the actual problem, not just the words, and confirms understanding before acting.
• Empathy and patience — stays composed and respectful with frustrated or difficult customers.
• Problem solving — works within policy to find practical solutions rather than deflecting.
• Attention to detail — accurate records, correct information, no missed follow-ups.
• Time management — handles competing priorities and high volume without dropping quality.
• Adaptability — comfortable with changing products, processes, and systems.
• Team orientation — shares knowledge and supports colleagues during peak periods.

Languages

Any

Nationality

Any

Company Size

51-200