Customer Service Assistant (English & Arabic Speaker)

Dubai- UAE

Planet Tax Free is looking for a dedicated and customer-focused Customer Service Agent to join our Customer Happiness Centre in Dubai. In this role, you will be the first point of contact for our customers across phone, email, and live chat, ensuring exceptional service delivery at every interaction.

You will handle inquiries, resolve issues, process requests, and support customers throughout their journey—while working within established guidelines and service standards. This position reports directly to the Customer Service Supervisor.

• Handle high volumes of inbound calls, emails, and chat inquiries efficiently and professionally.
• Greet customers warmly, identify their needs, and provide accurate and complete information.
• Maintain strong communication and build trust with customers through open and clear interaction.

• Resolve service or product-related problems by clarifying issues, determining root causes, and selecting the best solutions.
• Process refunds, adjustments, account updates, and service corrections.
• Follow escalation procedures and ensure follow-up until full resolution.

• Inform customers about services, and value-added solutions.
• Recommend potential products or services based on customer needs.

• Open, maintain, and update customer accounts by recording accurate information.
• Keep detailed records of customer interactions, transactions, and documents.
• Utilize internal systems and technology to manage high call volumes and case loads.

• Prepare service reports by collecting and analyzing customer insights.
• Assist with call records documentation, reporting customer satisfaction trends, and supporting team KPIs.
• Contribute to team goals and overall service excellence.

• Ensure 100% adherence to roster schedules.
• Follow communication guidelines, scripts, policies, and procedures.
• Adapt to changes in policies, renewals, product updates, and system enhancements

• Ideally Bachelor educated but High school diploma or equivalent will be considered based on experience.
• 3 years + of experience in customer service or a related field.
• Fluency in English and Arabic (spoken and written).
• Strong communication and problem-solving skills.
• Ability to work in 24/7 shift environments, including weekends and public holidays.
• Customer-oriented mindset with the ability to “go the extra mile.”
• Competent in using computers, CRM systems, and communication tools.

At Planet, we embrace a hybrid work model, with three days a week in the office.
 

Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.