Senior Officer - Customer Support
Al Ghurair
United Arab Emirates
3rd June 2025
2506-1954-4
Job Description
Purpose of the role is to provide support to customers with their queries, requests or complaints raised via chat and in-app tickets, and resolve the issues based on the SOPs defined by the company.
Strategic
RESPONSIBILITIES
N/A
Operational
- Serve customers by providing product and service information.
- Resolve product and service problems by clarifying the customers complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
- Manage various inbound channels such as chat and in-app form.
- Collect and analyse customer feedback.
- Refer advanced cases to management for resolution, providing background information as necessary.
- Meet and maintain KPIs such as First response time, resolution time and CSAT.
N/A
Product/Process Improvement
N/A
Qualifications
Education & Certifications:
- MINIMUM: Any graduation degree with good English communication skills (written and verbal).
- The ideal candidate should possess the below mentioned skills:
- 2+ years of experience in call center or customer service experience Flexibility to work different shifts (including evenings, weekends, or holidays).
- Proficiency in communicating in English (written and verbal).
- Arabic preferred but not mandatory.
- PREFERRED: 4+ years of experience in call center or customer service experience (written and verbal channels)
- MINIMUM: 2+ years of experience in call center or customer service experience (written and verbal channels).
Job Details
| Role Level: | Mid-Level | Work Type: | Full-Time |
|---|---|---|---|
| Country: | United Arab Emirates | City: | Dubai |
| Company Website: | http://www.al-ghurair.com | Job Function: | Customer Service |
| Company Industry/ Sector: |
Holding Companies | ||
What We Offer
About the Company
Al Ghurair is one of the largest diversified family business groups in the Middle East, with operations in five distinct strategic sectors: Foods, Development, Mobility, Infrastructure and Property Management. Established in 1960 as a trading business, Al Ghurair was one of the first pillars of industry and commerce in the emerging United Arab Emirates. From modest beginnings, and with a proud history of innovation and entrepreneurship, the Al Ghurair family name has become synonymous with the heritage, evolution, and vision of the prestigious country itself.Headquartered in Dubai, the business’ diversified operations span more than 50 countries across the globe, employing approximately 28,000 people. Today, Al Ghurair continues to build on its enduring 60+ year legacy, guided by its purpose: ‘In pursuit of better’, as it strives to facilitate meaningful and sustainable change across the communities within which it operates. For more information, please visit: www.al-ghurair.com.
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