Customer Service Representative

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Job Description

Job Description

  •  Promote and sell Etisalat plans tailored to businesses, institutions, government entities, and Emirati customers. Provide detailed information about plan features, benefits, and pricing to potential clients.
  • Identify opportunities to enhance revenue through upselling and cross-selling of products or services.
  • Ensure exceptional customer service, handling and resolving customer concerns promptly and professionally.
  • Meet quality Key Performance Indicators (KPIs) related to customer service, such as response time, resolution time, and customer satisfaction scores.
  • Collaborate with audit teams during Internal & external audits, ensuring compliance with industry regulations.
  • Handling of Telecommunications Regulatory Authority (TRA) audits, ensuring compliance with relevant regulations.
  • Contribute to internal mystery shopping initiatives to assess the quality of customer interactions.
  • Maintaining a positive, empathetic, and professional attitude toward customers at all times.
  • Build sustainable relationships and trust with customer accounts through open and interactive communication.
  • Handle customer complaints, and provide appropriate solutions and alternatives within the time limits.
  • Identify and assess customers’ needs to achieve satisfaction
  • Follow communication procedures, guidelines, and policies
  • Take the extra mile to engage customers. Respond promptly to customer inquiries.
  • Recognize, document, and alert the team leader of trends in customer calls.
  • Acknowledging and resolving customer complaints.
  • Take the extra mile to engage customers. Respond promptly to customer inquiries.
  • Knowing our products inside and out so that you can answer questions.
  • Keeping records of customer interactions, transactions, comments, and complaints.
  • Providing feedback on the efficiency of the customer service process.
  • Ensure customer satisfaction and provide professional customer support.
  • Handling the Mystery Shopper – Internal and External
  • Ensure the Audit – Internal and External and handled with NO NCR
  • Selling High-End plans – Business Plan/Emirati Plan


·       Experience (Yrs & Field) : Minimum 1-year experience in Call Centre Experience/Customer Care/Front Desk

Educational Qualification : Graduate (preferred)

Professional Certifications : Certification in customer service

Skills & Abilities:

• Excellent verbal and written communication skills

• Strong team player.

• Listening Skills.

• Multi-tasking.

• Problem solver

• Computer proficiency

Dubai, United Arab Emirates