Customer Service Agent

Job description / Role

We are seaking an expeirence Customer Srvice Agent to manage and resolve customer complaints in a timely, empathetic, and professional manner. The role involves investigating issues, identifying root causes, and ensuring satisfactory outcomes for customers in line with company policies and service standards.

Key Responsibilities:
• Handle customer complaints via phone, email, social media, and chat, ensuring a prompt and thorough resolution.
• Investigate complaints by liaising with internal departments and reviewing customer interactions and transactions.
• Maintain accurate records of complaints and resolutions in the CRM system.
• Provide feedback to relevant departments to support service improvements.
• Follow regulatory and internal complaint handling procedures.
• Escalate unresolved or high-priority complaints to senior management when necessary.
• Identify recurring complaint trends and report insights to improve products or services.
• Deliver excellent customer service with empathy and professionalism, even in difficult situations.

• Previous experience in a customer service or complaints handling role.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to remain calm under pressure and manage emotionally charged conversations.
• High attention to detail and organizational skills.
• Proficiency with CRM software and Microsoft Office.

Key Competencies:
• Empathy and active listening
• Resilience and emotional intelligence
• Analytical thinking
• Time management
• Accountability
• Adaptability to change

Salary:
AED 3,000 to 5,000 per month inclusive of fixed allowances.

About the Company

Ignite Search & Selection is a leading Recruitment Agency in the Middle East. Ignite's team of specialist recruiters now works across a range of sectors including Legal, Digital/Technology, Retail/FMCG, Construction and Engineering.

We pride ourselves on given both clients and candidates expert market knowledge in our chosen sectors. We value getting a detailed understanding of our clients and candidates expectations to find the perfect fit for all parties.