Customer Service Representative

About The Opportunity

A dynamic and fast-growing trading firm operating in the UAE’s import-export sector, we specialize in cross-border logistics, product sourcing, and client-facing trade operations. Our team delivers seamless customer experiences for international clients across retail, wholesale, and B2B channels. We’re building a customer-centric culture where responsiveness, precision, and relationship-building are at the core of every interaction.

Role & Responsibilities

• Handle inbound and outbound customer inquiries via phone, email, and chat with speed, accuracy, and empathy.
• Process orders, resolve billing discrepancies, and track shipments using internal CRM and ERP tools.
• Proactively follow up with clients to ensure satisfaction, reduce churn, and identify upsell opportunities.
• Collaborate with Logistics and Sales teams to escalate delivery issues and communicate status updates.
• Document customer feedback and process improvements in shared knowledge bases for team efficiency.
• Maintain 100% compliance with SLAs, data privacy policies, and company service standards.
  
  

• Must-Have:
• CRM systems (e.g., Zoho, HubSpot, Salesforce)
• Microsoft Office Suite (Excel, Word, Outlook)
• Order management platforms
• Customer service ticketing systems
• English fluency (written & spoken)
• Basic understanding of import/export documentation
• Conflict resolution techniques
• Typing speed of 45+ WPM
• Preferred:
• Arabic language proficiency
• Experience in logistics or trade sectors
• Knowledge of UAE customs regulations
  
  

• Competitive salary with performance-based incentives.
• Professional growth path into Account Management or Operations roles.
• Stable, fast-paced environment in a well-established UAE trading firm.