About the Role: Responsibilities, Skills, and Requirements
Ever worked in a role where every day brings a new question — and you’re the person who always finds the answer? As a Customer Service Officer with Al Mouwafaq Group of Companies, you’ll be the face (and voice) of our government transaction team in Dubai, helping people navigate essential processes with confidence. This isn’t your average call center gig: if you love clear answers, friendly conversations, and a little occasional detective work, this might be just the right fit for you.
About Al Mouwafaq Group of Companies
Founded in 2012, Al Mouwafaq has built a trusted reputation in facilitating government transactions across the UAE. We’re not some huge, faceless corporation — think lean teams who genuinely want to help, where everyone from the front desk to the CEO knows each other by name. Our Dubai office buzzes with collaboration, good-natured jokes over coffee, and a palpable sense of purpose. In our line of work, accuracy and empathy go hand-in-hand, and we’re proud to have become the company people turn to when they need help navigating important government services.
What You’ll Be Doing
- Greeting clients (in person, by phone, or electronically) and ensuring their government transaction queries are understood and addressed clearly
- Handling documentation and applications — double-checking forms, guiding customers step by step, and spotting any missing details before they lead to problems
- Liaising with government departments, tracking requests, following up as needed, and keeping clients updated on status or next steps
- Explaining sometimes complex policies or procedures in plain, friendly language (in both Arabic and English)
- Collaborating with colleagues to share updates, troubleshoot unusual cases, and make sure the entire process runs smoothly
- Keeping accurate records of each customer interaction and assisting in reporting or workflow improvements
What You’ll Bring
Must-Haves:
- At least 2 years’ direct experience with government transactions in the UAE — you know your way around DED, visas, Emirates ID, licensing, and more
- Valid UAE residence visa (essential for this role)
- Comfortable fluency in both Arabic and English, especially when it comes to explanations or detailed paperwork
- Friendly, approachable communication style backed by solid organizational skills and a “let’s solve it” attitude
Nice-to-Haves:
- Previous experience in a customer service officer position or similar front-line support role
- Familiarity with digital government portals and common office applications
- A knack for calming anxious clients and keeping even the busiest day humming along smoothly
Not sure you tick every box? We’d still love to hear from you.
Why You’ll Love Working Here
- Competitive salary tailored to your experience and expertise
- Steady hours — full-time, Sunday to Thursday — so your weekends are truly yours
- Ongoing professional development and skill-building opportunities (our industry is always evolving)
- Supportive, down-to-earth team culture where everyone’s voice matters
- Convenient Dubai location, plus the chance to work on processes that truly impact people’s lives
At Al Mouwafaq, we know the value of trusted service — both for our clients and our own team. If you thrive in a work environment that values precision, respect, and a genuinely helpful spirit, you’ll feel right at home here.
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 walk me through your experience handling government transactions in the UAE? Which departments and services are you most familiar with (e.g., DED, visas, Emirates ID, licensing)?
- Tell us about a time when you had to explain a complex government policy or process to a client who was confused or anxious. How did you ensure they understood and felt reassured?
- When reviewing client applications and documentation, what strategies do you use to spot missing or incorrect details before they become a problem?
- How comfortable are you with using digital government portals and common office applications? Can you give an example of how you’ve used these tools in your previous roles?
- Describe a situation where you had to follow up with a government department to resolve a client's request. What steps did you take, and how did you keep the client informed?
- How do you prioritize your workload when dealing with multiple clients, urgent requests, and ongoing follow-ups in a busy office environment?
- Working with clients from different backgrounds, how have you handled language barriers or cultural differences, especially when it comes to explaining official procedures?
- Can you share an example of how you’ve collaborated with colleagues to solve a challenging case or improve a workflow?
- Our team values accuracy and empathy equally. How do you balance being detail-oriented with remaining approachable and supportive—even under pressure?
- Tell me about a time you turned a difficult or upset client into a satisfied one. What did you do differently?
- How do you manage your own stress and maintain positivity on days when things get especially hectic?
- We love sharing good-natured jokes and keeping things light in the office. What’s your approach to maintaining strong relationships and teamwork at work?
- What motivates you about working in a collaborative, purpose-driven team like ours?
- How do you keep up with changes in government services or procedures to ensure you’re always giving clients the most accurate information?