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

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.

Customer Service Agent – BPO Experience