Senior Customer Service Representative
Location: UAE
Salary: AED 4,500 – 5,500 per month
Experience: 2–4 Years
Department: Business Care / Operations
Education: Bachelor's Degree or Diploma in Business, IT, Communications, Customer Service, or a related field.
Are you an experienced customer service professional with a strong background in B2B Telecom support, customer case management, and complaint resolution?
We are looking for a Senior Customer Service Representative(Technical Support) to join our team and deliver exceptional customer support to business and enterprise customers.
Key Responsibilities
- Handle customer interactions through hotline, email, chat, WhatsApp, and other approved channels.
- Provide B2B customer support for telecom products and services.
- Manage customer complaints, service requests, billing inquiries, and order-related issues.
- Handle customer verification, account ownership, and authorization processes.
- Diagnose and coordinate resolution of service issues related to fixed, mobile, internet, IPTV, leased lines, MPLS, and managed services.
- Create, update, track, and close customer cases with accurate documentation.
- Ensure timely follow-ups, SLA adherence, and customer satisfaction.
- Coordinate with internal technical and operational teams for issue resolution.
- Escalate critical, repeated, aging, and VIP customer complaints through the approved escalation matrix.
Required Skills & Experience
- 2–4 years of experience in Telecom Customer Service, B2B Support, Contact Center, or Business Care Operations.
- Strong understanding of telecom billing, complaints, service requests, and technical fault handling.
- Experience with CRM, ticketing, and customer service systems.
- Excellent communication and customer-handling skills.
- Strong case ownership, follow-up, and problem-solving abilities.
- Excellent English communication skills; Arabic is an advantage.
- Experience supporting enterprise or SMB customers will be preferred.
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