🌟 We’re Hiring: Customer Service Agent / Helpdesk Assistant

📍 Location: United Arab Emirates (Remote)

🕒 Employment Type: Part-Time

💼 Experience Level: Mid-Level to Senior

🌐 Work Arrangement: Fully Remote

About Us

We are a customer-focused organization committed to providing responsive, reliable, and professional support across digital and service channels. We believe excellent customer service starts with listening carefully, resolving issues efficiently, and creating positive experiences at every interaction.

Our culture values empathy, accountability, clear communication, and problem-solving. We are looking for a dependable support professional who can assist customers while maintaining high service standards.

The Role

We are seeking an experienced Customer Service Agent / Helpdesk Assistant to respond to customer inquiries, troubleshoot basic issues, manage service requests, and provide timely assistance through phone, email, chat, and other approved channels.

The ideal candidate is patient, friendly, organized, and comfortable handling multiple customer requests while maintaining professionalism under pressure.

Key Responsibilities

• Respond promptly and professionally to customer inquiries through phone, email, live chat, messaging platforms, and support systems.
• Understand customer concerns and provide accurate information regarding products, services, orders, accounts, policies, and procedures.
• Resolve routine customer issues and basic technical or service-related problems using established troubleshooting procedures.
• Create, update, categorize, and track customer support tickets and service requests.
• Escalate complex technical, billing, operational, or customer-service issues to the appropriate department.
• Follow up on unresolved requests and ensure customers receive timely updates until issues are appropriately closed.
• Maintain accurate customer profiles, interaction histories, case notes, and support records in CRM or helpdesk systems.
• Assist customers with account access, password resets, basic system navigation, order status, bookings, or other approved support requests.
• Provide clear step-by-step guidance to customers who require assistance using products, platforms, or services.
• Handle complaints, difficult conversations, and service-recovery situations calmly and professionally.
• Coordinate with sales, operations, IT, finance, logistics, and other departments to resolve customer issues efficiently.
• Monitor open tickets, response times, pending requests, and service-level targets.
• Identify recurring customer problems and communicate trends or potential improvements to supervisors.
• Maintain and use approved knowledge bases, FAQs, scripts, troubleshooting guides, and service documentation.
• Assist with customer onboarding, account setup, product information, and general service orientation where required.
• Collect customer feedback and identify opportunities to improve satisfaction and support processes.
• Prepare basic support reports covering ticket volumes, response times, resolution rates, customer feedback, and recurring issues.
• Protect customer personal information, account details, payment information, and confidential business data.
• Follow company policies, data-protection requirements, quality standards, escalation procedures, and customer-service guidelines.
• Support other administrative or customer-service activities as assigned by management.

Requirements

• Bachelor’s degree or equivalent qualification in Business Administration, Communications, Information Technology, Customer Service, or a related field is preferred.
• 3+ years of professional experience in customer service, helpdesk support, call center operations, technical support, or a similar role is preferred.
• Excellent spoken and written English communication skills.
• Strong active-listening, problem-solving, and customer-service abilities.
• Friendly, patient, empathetic, and professional communication style.
• Ability to explain information and troubleshooting steps clearly to customers with different levels of technical knowledge.
• Experience using CRM, helpdesk, ticketing, call-center, live-chat, or customer-support platforms.
• Strong computer literacy and confidence using email, spreadsheets, web applications, and digital communication tools.
• Ability to manage multiple tickets, conversations, and priorities efficiently.
• Strong attention to detail when recording customer information and case histories.
• Ability to remain calm and professional when handling complaints or high-pressure situations.
• Good understanding of service-level targets, escalation procedures, and customer-support workflows.
• Experience with basic technical troubleshooting or SaaS/product support is advantageous.
• Knowledge of Zendesk, Freshdesk, Salesforce, HubSpot, ServiceNow, or similar platforms is advantageous.
• Arabic or additional language skills are advantageous.
• Customer-service, IT support, helpdesk, or related certifications are advantageous but not required.

What We Offer

• Flexible part-time working hours with a fully remote customer-support environment.
• Competitive compensation aligned with experience and responsibilities.
• Opportunity to develop expertise in customer experience, helpdesk operations, CRM systems, and service management.
• Exposure to digital support platforms, customer analytics, troubleshooting, and cross-functional business operations.
• Professional development opportunities and continuous training in communication, customer service, and support technologies.
• A supportive, customer-focused environment where empathy, accountability, communication, problem-solving, and service excellence are highly valued.