Role Overview –Eminds is hiring a Senior CSR (Customer Service Representative) for External Customer Services in Ajman, UAE. This position offers a salary of AED 5,100 with incentives that can exceed AED 1,000. We are seeking experienced customer service professionals with 3+ years of CSR/contact center experience who can handle complex customer cases and deliver excellent service.

Inbound Customer Service – You will handle inbound calls, emails, and service requests from external customers including complex cases that require advanced problem-solving. You will respond to customer inquiries professionally, provide accurate information, process service requests, resolve issues effectively, manage difficult situations, and ensure positive customer experiences through expert service delivery.

Customer Enquiry Management – You will manage customer enquiries end-to-end by understanding customer needs, providing comprehensive information about services, explaining processes and procedures, clarifying billing matters, addressing account questions, coordinating with relevant departments, following through until resolution, and ensuring customers receive complete and satisfactory responses.

Fault Reporting and Resolution – You will handle fault reports and technical issues by logging customer complaints accurately, categorizing faults appropriately, coordinating with technical teams for resolution, tracking fault status, providing updates to customers, following up on pending cases, escalating unresolved issues, and ensuring timely fault resolution and customer notification.

Complaint Handling – You will demonstrate strong complaint handling skills by managing customer complaints professionally, listening empathetically to concerns, investigating issues thoroughly, identifying root causes, implementing solutions, coordinating service recovery, de-escalating tense situations, turning negative experiences into positive outcomes, and achieving customer satisfaction despite initial dissatisfaction.

Quality Standards and Compliance – You will ensure compliance with quality standards, policies, and procedures by following established scripts and guidelines, adhering to service level agreements (SLAs), maintaining professional communication standards, implementing company policies consistently, respecting data privacy, and upholding quality benchmarks in all customer interactions.

Internal Team Coordination – You will follow up with internal teams to ensure timely resolution of customer issues by coordinating with technical departments, billing teams, field service, backend operations, and other departments. You will communicate customer requirements clearly, track progress on resolutions, escalate delays, and ensure cross-functional collaboration delivers customer solutions.

Documentation and Record Keeping – You will maintain accurate call logs, reports, and customer records by documenting all interactions in CRM system, recording call details and outcomes, updating customer information, logging complaints and resolutions, creating case notes, maintaining interaction history, and ensuring comprehensive and accurate customer service documentation.

Outbound Campaigns and Surveys – You will support outbound campaigns, surveys, and customer feedback activities by making outbound calls for service notifications, conducting customer satisfaction surveys, gathering feedback on services, participating in retention campaigns, following up on service requests, and supporting proactive customer engagement initiatives.

Coaching and Mentoring – You will coach and support new joiners and trainees by providing on-the-job guidance, sharing best practices, demonstrating effective call handling techniques, answering questions, reviewing their work, providing constructive feedback, supporting their learning, and helping new team members develop customer service competencies.

Supervisor Support – You will assist supervisors with team operations, provide coverage when supervisors are unavailable, handle escalated cases, support team coordination, take on additional responsibilities, demonstrate leadership capabilities, and act as a senior team member who supports overall contact center effectiveness.

Performance Targets Achievement – You will meet daily targets including call handling targets, email response times, case closure rates, first call resolution, customer satisfaction scores, and productivity metrics. You will clear cases and emails efficiently, maintain high performance levels, achieve quality standards, and consistently meet or exceed assigned performance objectives.

Professional Customer Focus – You will maintain professional, courteous, and customer-focused approach at all times by treating customers with respect, communicating clearly and politely, demonstrating patience, showing empathy, maintaining composure under pressure, representing the company positively, and delivering service excellence consistently.

CRM and PC Skills – You will utilize CRM systems and PC applications effectively for customer service operations including logging interactions, updating records, accessing customer information, generating reports, using knowledge bases, navigating multiple systems, typing efficiently, and leveraging technology to enhance service delivery.

Shift Flexibility – You will work flexible shifts as required by contact center operations including mornings, evenings, nights, weekends, or rotating shifts. You will demonstrate reliability in attendance and punctuality, adapt to changing schedules, and accommodate operational needs.

How to Apply:

Send your CV to: smelgalad@eminds.ae. Subject (Must Use): Sr. CSR External Customer Services Important: Use the exact subject line "Sr. CSR External Customer Services" when applying.

About us:

Eminds is seeking an experienced Senior Customer Service Representative to join our external customer services team in Ajman. We offer a stable role with competitive salary (AED 5,100) plus incentives that can exceed AED 1,000, providing opportunities for high performers to earn additional income while delivering excellent customer service.