Customer Service Executive - Arabic Speaker

Job Purpose

This position serves as the main contact point for customers, handling enquiries, registering repair requests, managing escalations, and working toward fast, accurate resolution of service issues. The role plays a key part in creating a seamless service journey and sustaining strong customer satisfaction across every communication channel.

Key Responsibilities

• Record faulty devices correctly in the repair management system and ensure all details are captured accurately.
• Verify devices, label them appropriately, and transfer them to the repair team.
• Respond to customer queries through phone, email, WhatsApp, and at the service counter.
• Explain warranty coverage, repair scope, expected timelines, and service steps in a clear and simple manner.
• Share repair progress updates using system information and feedback from the technical team.
• Reach out to customers with cost estimates for out-of-warranty repairs and obtain repair approvals.
• Follow up on pending responses and escalate cases when customers remain unresponsive.
• Coordinate payment confirmation for out-of-warranty repairs before devices are released.
• Confirm that payments are completed for all out-of-warranty jobs and document approvals and decisions in the system.
• Make sure repair work moves forward only after proper authorization, while maintaining a complete audit trail.
• Monitor repair progress and ensure the technical team updates job status without delay.
• Inform customers about completed jobs, extra repair needs, or any delays.
• Update final repair status and dispatch details in the system.
• Arrange and confirm customer pickup or delivery as needed.
• Close repair cases with complete and accurate records.

Requirements

• Bachelor’s degree in Business Administration, Communication, or a related discipline is preferred.
• At least 2 years of experience in customer service or a comparable role.
• Prior exposure to repair management systems is an advantage.
• Experience with basic invoicing or payment coordination is helpful.
• Fluency in Arabic, both spoken and written, is required.
• Good command of English is needed.
• Strong communication, active listening, and interpersonal abilities.
• Comfortable making outbound calls and explaining technical matters in simple language.
• Highly organized with strong attention to detail.
• Able to juggle multiple tasks and remain effective under pressure.
• Customer-first mindset with a proactive, solution-oriented approach.

Additional Information

This role is based in Dubai, Dubai, United Arab Emirates and follows a full-time, on-site work arrangement. Arabic fluency is mandatory.

Application Notes

No additional vacancy count, compensation details, or start date information was provided.