Customer Service Agent

We are looking for a Customer Service Agent for a Transport Provider company based in Dubai.

Location – Dubai, UAE
Salary – Depending on Experience

Working Days/Hours – 5 days per week, 3pm-7am (night shifts)

Key Skills & Experience:
• Experience in a call centre, reservations, or customer support role (B2B preferred)
• Strong attention to detail and accuracy
• Ability to work in a fast-paced, high-volume environment
• Excellent written and verbal communication skills
• Strong organisational skills and ability to manage multiple tasks
• Technically literate
• A proactive and solution-oriented mindset
• Ability to work collaboratively across teams

Key Responsibilities:

Customer Support
• Provide high-quality support to B2B customers and VIP clients via chat, phone, email, and internal systems
• Respond to queries promptly, professionally, and with a solution-focused approach
• Ensure all communication reflects a high standard of professionalism and clarity

Reservation Management
• Accurately process and manage high end customer reservations within agreed timeframes
• Ensure all booking details are complete, accurate, and aligned to customer requirements
• Manage amendments, cancellations, and last-minute requests efficiently

Web Support
• Manage and respond to customer enquiries and bookings received through online chat function
• Ensure all online requests are handled promptly, accurately, and in line with service level expectations
• Monitor incoming digital requests to ensure timely responses and minimise delays
• Support continuous improvement of digital engagement and online customer experience

Service Coordination
• Work closely with operations and delivery teams to ensure bookings are fulfilled accurately
• Escalate issues appropriately and support resolution to maintain service levels
• Monitor bookings to ensure successful delivery and minimise disruption

Quality & Accuracy
• Maintain a high level of attention to detail across all bookings and communications
• Ensure all data is entered correctly into systems and is fully up to date
• Follow established processes while identifying opportunities for improvement

Continuous Improvement
• Identify recurring issues or inefficiencies and raise them proactively
• Contribute to improving internal processes and customer experience outcomes
• Support consistency and best practice across the wider team

Expected Outputs:
• Accurate and timely processing of all reservations and customer requests
• High-quality, professional communication across all channels
• Efficient handling of queries, amendments, and operational issues
• Strong internal collaboration to ensure seamless service delivery
• Consistent adherence to processes and service standards

Success Criteria:
• High levels of accuracy in bookings and data entry
• Strong response and turnaround times for customer queries
• Positive feedback from internal teams and customers
• Ability to manage workload effectively in a high-volume environment
• Contribution to improving overall service efficiency and experience

About the Role:
The Customer Experience Executive plays a key role in delivering a high-quality, efficient, and professional support
service to B2B clients and VIP customers through reservations management and service coordination.
Operating within a fast-paced environment, the role focuses on the accurate handling of bookings, managing
customer requests, and ensuring a seamless end-to-end service experience. It requires strong attention to detail and
a commitment to maintaining the highest standards of customer care, responsiveness, and operational excellence.
This role is integral to shaping the overall customer experience, ensuring every interaction and touchpoint reflects a
consistent, high-quality service aligned with the organisation’s standards.