Customer Service Agent – BPO Experience

Black Pearl Consult is hiring a Customer Service Agent for a fast-growing, technology-focused organisation in Dubai. The ideal candidate will have strong BPO or contact centre experience, excellent communication skills, and a proven ability to handle customer enquiries, resolve issues, and deliver high-quality support across multiple communication channels in a fast-paced environment.

Key Responsibilities

• Handle customer inquiries and provide accurate, timely, and professional assistance.
  
• Respond to customer concerns through phone, email, chat, and other communication channels.
  
• Resolve customer issues efficiently while maintaining a positive customer experience.
  
• Follow established customer service procedures, policies, and escalation processes.
  
• Investigate customer concerns and coordinate with relevant internal teams to provide appropriate solutions.
  
• Maintain accurate records of customer interactions, requests, complaints, and resolutions.
  
• Follow up on unresolved issues and ensure timely closure.
  
• Escalate complex or sensitive cases to the appropriate department or supervisor.
  
• Meet assigned service level, response time, quality, productivity, and customer satisfaction targets.
  
• Handle customer complaints professionally and work toward effective resolutions.
  
• Identify recurring customer issues and provide feedback to the relevant teams.
  
• Maintain a high level of product/service knowledge to effectively assist customers.
  
• Ensure all customer information and interactions are handled with confidentiality and professionalism.
  
• Participate in team meetings, coaching sessions, and training programs as required.
  

Requirements

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• Minimum 2 years of relevant customer service experience in the UAE.
  
• Previous experience in a BPO, contact center, customer support, or shared-services environment is required.
  
• Minimum typing speed of 40 words per minute (WPM) with good accuracy.
  
• Strong verbal and written communication skills in English.
  
• Experience handling high-volume customer interactions.
  
• Strong problem-solving and complaint-handling skills.
  
• Customer-focused with a professional and positive approach.
  
• Ability to multitask and manage multiple customer concerns efficiently.
  
• Comfortable working with CRM, ticketing, call-center, or customer support systems.
  
• Good computer skills, including Microsoft Office and customer service platforms.
  
• Ability to work under pressure and consistently meet service-level and performance targets.
  
• Strong attention to detail and follow-through.
  
• Flexible, adaptable, and willing to work in a fast-paced technology environment.
  
• Experience supporting customers in FinTech, technology, e-commerce, banking, payments, or digital platforms.
  
• Experience working with CRM or ticketing systems.
  
• Knowledge of customer service KPIs such as AHT, CSAT, FCR, SLA, and response time.
  
• Experience handling escalations and complex customer cases.
  
• Ability to type quickly and accurately while handling live customer interactions.
  

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