Customer Service Representative

Required Skills

Nice to have:

Requires 1-2+ years of experience in customer service, call center, or support roles, with proficiency in Zendesk, Freshdesk, or Salesforce Service Cloud. Must possess strong typing and multitasking abilities, excellent written and verbal English communication skills, and proficiency with Microsoft Office and Google Workspace. Ability to manage multiple tickets and priorities simultaneously is essential.

Job description / Role Job Type Full Time Job Location Abu Dhabi, UAE Nationality Any Nationality Salary Not Specified Gender Not Specified Arabic Fluency Not Specified Job Function Customer Service Company Industry Recruitment & HR Description Customer service representative (CSR) – remote | Zendesk, Freshdesk, Salesforce support | U.S. hours Position type: Full-time, remote Working hours: U.S. business hours (flexibility for evenings/weekends based on client needs) About the role We’re hiring a customer service representative (CSR) to handle high-volume customer support across phone, email, and chat. You’ll be the frontline voice of the company, responsible for: Resolving customer issues quickly Delivering a positive support experience Maintaining strong communication under pressure If you’re someone who is empathetic, organized, and thrives in fast-paced environments, this role is for you. What you’ll own Customer interaction & issue resolution Handle 50–100 daily support tickets using platforms like: Zendesk Freshdesk Salesforce Service Cloud Respond via: Phone Email Live chat Social channels Aim for first-contact resolution (FCR). Escalate complex issues to Tier 2 or technical teams. Ticket & SLA management Prioritize tickets based on urgency and SLA requirements Track and manage open cases to ensure timely resolution Document all interactions clearly in the system Maintain organized and complete ticket records Knowledge base & efficiency Update internal knowledge bases and FAQs Create and improve response templates and macros Help reduce repetitive tickets through better documentation Customer experience & feedback Communicate with empathy and professionalism Capture customer feedback (CSAT, NPS) Identify recurring issues and flag trends Escalate negative experiences for quick resolution Collaboration Work closely with product, engineering, and operations teams Provide insights to improve customer experience and product quality Compliance & quality Ensure compliance with GDPR and HIPAA (if applicable) Maintain confidentiality when handling customer data Follow quality standards for all interactions What success looks like High first-contact resolution rates Fast response and resolution within SLA Strong customer satisfaction (CSAT ? 90%) Clean, organized ticket management Positive feedback from customers and leadership What makes you a strong fit Patient, empathetic, and customer-focused Strong communicator (written and verbal) Comfortable handling high ticket volumes Organized and detail-oriented Resilient under pressure Adaptable across different industries and customer types Requirements (must-have) Experience 1–2+ years in customer service, call center, or support roles Experience using at least one platform: Zendesk, Freshdesk, Salesforce Service Cloud Skills Strong typing and multitasking ability Excellent written and verbal English Proficiency with Microsoft Office and Google Workspace Ability to manage multiple tickets and priorities simultaneously Nice to have Multilingual support experience Industry exposure: SaaS, e-commerce, healthcare, finance Experience in KPI-driven environments Familiarity with chatbots and AI-powered support tools Tools you’ll use Zendesk / Freshdesk / Salesforce Service Cloud Email and chat systems Knowledge base tools Internal collaboration platforms What a typical day looks like Review and prioritize incoming tickets Respond to customer inquiries across channels Resolve issues or escalate when needed Update knowledge base with new solutions Collaborate with internal teams on complex cases Track feedback and improve support quality Clear or update ticket queue before end of day In short: you ensure every customer interaction ends with clarity, professionalism, and resolution. Key metrics (KPIs) First contact resolution (FCR) Average handle time (AHT) CSAT / NPS scores (target ? 90%) SLA adherence Ticket backlog management Interview process Initial phone screen Video interview with recruiter Practical task (handle sample tickets) Client interview Offer and background verification If you’re a customer-first professional who can handle volume without compromising quality, we’d love to hear from you. Apply now and become the voice that delivers exceptional customer experiences every day. Apply Now