Customer Service Representative

About The Opportunity A dynamic player in the UAE’s fast-moving import-export and B2B distribution sector, we empower regional retailers and wholesalers with seamless cross-border logistics, end-to-end order fulfillment, and customer-first service delivery. With a growing client base across GCC markets, we’re scaling our customer operations team to ensure world-class support for high-volume transactions, real-time issue resolution, and exceptional client retention.

Role \& Responsibilities

• Handle inbound/outbound customer inquiries via phone, email, and live chat—resolving order status, delivery timelines, and invoice discrepancies within SLA.
• Process returns, exchanges, and complaint escalations with empathy and efficiency, ensuring compliance with company policies and customer satisfaction benchmarks.
• Collaborate with logistics and warehouse teams to track shipments, update clients on delays, and trigger expedited resolutions when needed.
• Maintain accurate CRM records of all customer interactions, feedback, and service tickets for reporting and process improvement.
• Proactively reach out to high-value clients for post-sale check-ins, upsell opportunities, and contract renewal reminders.
• Adhere to brand voice and service standards while representing the company in all external communications—ensuring consistency across channels.

Skills \& Qualifications

Must-Have

• CRM platforms (e.g., Zoho, HubSpot, Salesforce)
• Microsoft Office Suite (Excel, Word, Outlook)
• Order management systems (e.g., ERP, WMS)
• Arabic \& English fluency (spoken and written)
• Customer service ticketing tools (e.g., Zendesk, Freshdesk)
• Call center systems (e.g., ACD, IVR)

Preferred

• Experience in logistics, import-export, or wholesale distribution
• Familiarity with UAE customs regulations or GCC trade zones
• Microsoft Dynamics 365 or SAP knowledge

Benefits \& Culture Highlights

• Competitive salary + performance bonuses + health insurance
• Opportunities to grow into team lead or operations analyst roles
• Fast-paced, collaborative environment with direct client impact and visibility

Skills: customer,customer service,operations