About the Role: Responsibilities, Skills, and Requirements
Ever wondered what it feels like to truly make a difference in someone’s day—all while jumpstarting or advancing your career in Dubai? Whether you’re just starting out, eager to step up, or ready to lead, our growing team in Al Karama has immediate openings across three levels: Customer Service Representative, Customer Service Executive, and Customer Service Manager. Each role offers a chance to shine, connect, and grow in one of the city’s most vibrant neighborhoods.
About the Company
Nestled in the heart of Al Karama, our team thrives on the energy and diversity that Dubai is famous for. We believe great service is about more than solving problems—it’s about building trust, empathy, and even a few smiles along the way. Team lunches, an open-door policy with leaders, and a knack for celebrating small wins keep our workplace upbeat. Here, everyone has a voice and a genuine opportunity to grow—whether you started last week or are leading the charge.
What You’ll Be Doing
Level and responsibilities will match your experience and aspirations—whether you’re answering calls, coaching a team, or designing processes, there’s a path for you here.
- Engage with customers via phone, email, or in-person to address questions, solve problems, and offer tailored solutions that make a real impact.
- For Executives: Tackle more complex cases, support newcomers, and look for ways to improve our daily workflow.
- For Managers: Lead, motivate, and train your team—ensuring service levels stay sky-high while helping your crew develop their own strengths.
- Use CRM systems and internal tools to track issues and follow up, making sure no customer ever feels like “just another ticket.”
- Work closely with colleagues in other departments—think tech, logistics, and HR—to make sure we’re always improving (and yes, having a little fun in the process).
- Participate in regular feedback sessions; we genuinely want your ideas for making things better.
What You’ll Bring
Must-Haves
- Current UAE residency (candidates must be inside the UAE).
- Fluent English communication; other languages like Arabic, Hindi, or Tagalog are a definite plus.
- Strong listening and problem-solving skills—a friendly, patient attitude with customers is a must.
- For Executive/Manager: Prior experience in customer service or team leadership (specific years depend on level).
- Willingness to work flexible hours as required by our rotating shifts.
Nice-to-Haves
- Prior experience in a fast-paced call center, hospitality, or retail environment.
- Previous experience with CRM software or ticketing systems.
- Passion for learning and a proactive approach to new challenges.
Not sure you tick every box? We’d still love to hear from you.
Why You’ll Love Working Here
- Competitive salaries — based on your experience and the role; we recognize and reward your unique skills.
- Accommodation and transportation—worry less about logistics so you can focus on doing your best work.
- Comprehensive visa and health insurance coverage—we handle the paperwork and protect your wellbeing.
- Supportive team and genuine growth opportunities—whether you’re looking to hone your craft or climb the ladder.
- Weekly team get-togethers, regular recognition, and a workplace that values your individuality.
If you’re ready for a role where every day brings new experiences and the support you need is always close by, you’ll find yourself right at home with us in Al Karama. We can’t wait to meet you.
Common Interview Questions and Tips
To help you prepare and feel confident, here are some questions you might encounter during the interview process for this role.
- Can you share an example of a time when you went above and beyond to resolve a challenging customer issue, and what was the outcome?
- How do you prioritize your tasks when juggling multiple customer inquiries across phone, email, and in-person channels, especially during busy periods?
- For those with team leadership experience: How have you motivated or coached team members to deliver exceptional service, particularly in a fast-paced environment?
- What strategies do you use to remain patient and empathetic with frustrated or upset customers?
- Are you familiar with any CRM or ticketing systems? If so, how have you used them to track and resolve customer issues efficiently?
- How would you handle a situation where a customer’s request requires collaboration with another department, like tech or logistics, to resolve?
- Describe a time you received constructive feedback in a professional setting. How did you respond, and how did you implement it in your work?
- Give an example of a process or workflow improvement you suggested or led in your previous role. What impact did it have?
- How do you accommodate customers who may not be fluent in English, and how do your language skills help in such scenarios?
- Tell me about a time you worked in a team where everyone’s ideas were encouraged. How did that influence your approach to your work?
- Our company culture values celebration of small wins—what does recognition look like to you, and how does it affect your motivation at work?
- How do you manage stress and maintain a positive attitude during rotating shifts or unpredictable work hours?
- What excites you most about serving customers in a diverse and dynamic community like Al Karama?