About the Role: Responsibilities, Skills, and Requirements
Ever wondered what it’s like being the friendly face (or voice) of a thriving Dubai business? As our next Customer Service Representative in Jumeirah, you’ll be the first point of contact for our valued customers — sorting out their queries, smoothing over complaints, and making sure every interaction leaves them with a smile. If you take pride in turning confusion into clarity and are calm under pressure, keep reading. This could be your next career move.
About the Company
Nestled in the heart of Jumeirah, we’re a close-knit team that believes good business is built on great relationships. We care about genuine connections — both with our customers and colleagues. You’ll often find us brainstorming over chai, swapping weekend stories, or celebrating a job well done with impromptu treats. We’re proud of our community vibe (no one’s just a number here) and our commitment to doing right by every customer who walks through our door.
What You’ll Be Doing
- Responding to customer queries across phone, email, and chat (sometimes all in one busy afternoon!).
- Processing new orders and handling order modifications — with an eye for accuracy and the details that matter.
- Escalating complaints efficiently to ensure each issue is resolved promptly and fairly.
- Documenting interactions and feedback for ongoing improvements — your insights help us get better, every day.
- Collaborating with colleagues from other teams to solve trickier cases and share knowledge.
- Jumping in to support your teammates when they need a hand, especially during busier times.
What You’ll Bring
Must-Haves:
- Previous customer service experience (retail, hospitality, call center — we value it all).
- Confident working with computers — from email to order management systems.
- Patience and resilience when dealing with frustrated or upset customers.
- Clear, friendly communication skills in English.
Nice-to-Haves:
- Additional language skills (Arabic is a big plus in Dubai!).
- Experience using CRM or helpdesk tools.
- Knowledge of common office software (Word, Excel, etc.).
Not sure you tick every box? We’d still love to hear from you.
Why You’ll Love Working Here
- Competitive salary with regular performance reviews.
- Supportive, welcoming colleagues who are always willing to help out.
- Office in the heart of Jumeirah — great food, beaches, and city buzz just outside the door.
- Opportunities to grow your career — we’re big on promoting from within.
- Casual dress code (leave the power suits at home).
- Daily coffee runs, birthday treats, and more surprises along the way.
For us, customer service isn’t just a department — it’s the core of what we do. If you’re ready to join a team that values your voice, your empathy, and your drive to make things right, 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 walk us through how you would handle a customer complaint received via live chat during a particularly busy afternoon?
- Share an experience where you had to process a complex order or manage an order modification. What steps did you take to ensure everything was handled accurately?
- How do you prioritize tasks when you’re juggling phone calls, emails, and chats at the same time?
- In your previous customer service roles, what systems or tools did you use to document customer interactions and feedback?
- If a customer is frustrated and becoming upset, what techniques do you use to calm the situation and turn it around?
- Tell us about a time you needed to escalate a customer issue to another team or manager. How did you ensure the handover went smoothly and the customer felt supported?
- Describe a time you had to collaborate with colleagues to find a solution for a tricky customer case. How did you approach teamwork in that situation?
- Imagine a teammate is struggling to keep up during a busy shift. What would you do to support them while still managing your own responsibilities?
- What motivates you to create a positive customer experience, even on days when nothing seems to be going as planned?
- This role values both accuracy and empathy. How do you strike a balance between being detail-oriented and friendly in your daily interactions?
- Our team has a strong community feel and values open communication. What do you think helps build genuine connections with colleagues in a workplace?
- Given our diverse customer base, how comfortable are you communicating in English and, if applicable, other languages? Any examples?
- What do you enjoy most about working in customer service, and how does that align with our company’s approach to putting people first?