About the Role: Responsibilities, Skills, and Requirements
Introduction
Ever found yourself putting a smile in your voice, even on the busiest days? As a Customer Service Representative in Al Qusais, Dubai, you’ll be the friendly contact our customers remember long after they hang up or hit “send.” If you enjoy helping people and know the difference a good attitude can make, this could be the perfect spot for you. Our team believes that every interaction has the potential to turn a customer’s day around—and we’re searching for someone who shares that outlook.
About the Company
We’re a community-driven business with a genuine passion for turning small victories into long-term customer loyalty. Our office in Al Qusais feels like a close-knit neighborhood: you’ll often catch us sharing a laugh over fresh chai or celebrating the week’s successes on Thursday afternoons. While we’re not a flashy startup or a massive corporation, we’re proud of our steady growth and—more importantly—the trust our customers place in us. We believe in straightforward work, honest communication, and fostering an environment where your ideas matter just as much as your results.
What You’ll Be Doing
- Responding promptly and warmly to customer inquiries via phone and email—no robots or scripts here, just real conversation.
- Resolving basic issues and complaints with patience, empathy, and a can-do approach (you’ll be the calm in the storm when things get tricky).
- Keeping accurate, up-to-date records of each interaction in our customer management system.
- Working closely with colleagues to escalate any complex issues—teamwork is big for us.
- Providing feedback to help us continually improve how we serve our community.
- Staying informed about the services and products we offer, so you can give customers the best answers every time.
What You’ll Bring
Must-Haves:
- Solid communication skills in English (bonus if you’re also comfortable with Arabic or another language).
- A courteous and professional manner—especially when things are a little hectic.
- Basic computer literacy (email, typing, and updating records).
- Patience, reliability, and a willingness to listen—sometimes that’s half the job.
- Eligibility to work in Dubai.
Nice-to-Haves:
- Previous customer service experience (retail, call center, hospitality… it all counts!).
- Familiarity with simple customer relationship management (CRM) tools.
- A knack for problem-solving or diffusing tense situations.
Not sure you tick every box? We’d still love to hear from you.
Why You’ll Love Working Here
- Competitive salary and overtime pay.
- Fixed working hours—no surprising night shifts.
- Supportive training to set you up for success from day one.
- Friendly, multicultural team—newcomers always welcome.
- Room to grow within the company as you master your role.
- Relaxed office culture with frequent team lunches and birthday celebrations.
We know people do their best work when they feel comfortable and respected. If you’re seeking a team where you’re valued as a person (not just a headset), we think you’ll feel right at home.
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 how you would handle a customer call from someone who is upset about a delayed service?
- Tell me about a time you had to resolve a customer complaint—how did you ensure the caller felt heard and valued?
- When updating customer records in a CRM or similar system, what steps do you take to make sure all information is accurate?
- How do you stay organized and manage multiple tasks, like answering emails while logging information, especially during busy periods?
- Can you share how you keep yourself patient and positive when you receive several difficult inquiries in a row?
- What’s your process for learning about new products or services so you can confidently assist customers with questions?
- Describe how you would collaborate with your teammates if you needed to escalate a more complex customer issue.
- Give an example of a situation where your ability to listen carefully made a difference in the outcome for a customer.
- If a customer requested help in a language you’re less fluent in, how would you approach that interaction to ensure they still felt supported?
- Our team enjoys celebrating milestones and fostering a supportive environment; how do you like to contribute to a positive workplace culture?
- How do you think your approach to customer service aligns with a business that values honesty, community, and straightforward communication?
- What motivates you to keep giving your best in a customer-facing role, even when the work gets repetitive?
- In your view, what’s one small thing a customer service rep can do to turn a routine interaction into a memorable experience?