Sr. CSR External Customer Services

A growing customer support and contact center organization is currently seeking a skilled Senior Customer Service Representative (CSR) – External Customer Services to join its team in Ajman, UAE. This role is ideal for experienced customer service professionals who are confident in handling customer interactions, resolving complex service issues, and maintaining high standards of communication and professionalism.

The selected candidate will act as a key point of contact for customers, managing enquiries, complaints, and service requests while ensuring timely and effective resolutions. In addition to handling day-to-day customer interactions, the Senior CSR will also support team operations by assisting supervisors and guiding new team members when required.

This position requires strong problem-solving skills, the ability to manage multiple requests simultaneously, and a commitment to delivering an excellent customer experience. The ideal candidate should be comfortable working in a fast-paced contact center environment while maintaining accurate documentation and meeting performance targets.

Key Responsibilities:

• Handle inbound calls, emails, and customer service requests, including more complex customer cases.
• Manage customer enquiries, service issues, and complaints from start to resolution.
• Ensure all interactions follow company quality standards, internal policies, and operational procedures.
• Coordinate with internal departments to ensure customer concerns are addressed and resolved in a timely manner.
• Maintain accurate records of calls, service cases, reports, and customer information.
• Assist in outbound activities such as campaigns, customer surveys, and feedback collection initiatives.
• Provide support and guidance to new employees and trainees within the team.
• Assist supervisors with operational tasks and step in to support leadership responsibilities when needed.
• Achieve daily productivity targets while efficiently managing emails and service cases.
• Maintain a professional, polite, and customer-focused approach during all customer interactions.

Requirements:

• Diploma or Higher Secondary Certificate in a relevant field.
• Minimum 3+ years of experience working as a Customer Service Representative or Contact Center Agent.
• Strong experience in handling customer complaints and resolving service issues.
• Good computer proficiency with experience using CRM systems and customer management tools.
• Excellent verbal and written communication skills.
• Ability to work in shifts and consistently meet performance and service targets.

This opportunity is well suited for customer service professionals seeking a stable role with performance-based incentives and opportunities to contribute to a high-performing service team.