Senior Officer - Customer Service

Al Ghurair
Dubai
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Customer service","Communication","Problem-solving","Conflict management","Attention to detail"]

Greet and welcome customers, guide them through their requests, and process transactions according to RTA guidelines. Ensure customer service quality by maintaining required site standards, issuing queue tokens, and managing waiting-time KPIs. Handle peak-hour volumes and escalations, including dealing with angry customers. Direct customers with incomplete documents so they receive accurate support, and route customers to VIP services (up-selling) to support revenue.

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FursaFursa
Al Ghurair
Al Ghurair
1 day ago

Senior Officer - Customer Service

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Greet and welcome customers, guide them through their requests, and process transactions according to RTA guidelines. Ensure customer service quality by maintaining required site standards, issuing queue tokens, and managing waiting-time KPIs. Handle peak-hour volumes and escalations, including dealing with angry customers. Direct customers with incomplete documents so they receive accurate support, and route customers to VIP services (up-selling) to support revenue.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Receive customers by greeting and welcoming them.
  • •Guide and clarify customer queries and proceed with transactions per RTA guidelines.
  • •Maintain RTA KPI for processed transactions, including waiting time targets.
  • •Issue token for the queue management system and keep the counter uncluttered and clean.
  • •Divert customers to VIP Service (up-selling), handle peak hours, and manage angry customers.

Key Requirements

  • •Greet and welcome customers in a professional, cordial manner.
  • •Guide and clarify customer queries based on their requests.
  • •Process transactions in line with RTA guidelines.
  • •Maintain customer service quality and meet waiting-time KPI expectations (80% under 10 minutes).
  • •Handle peak-hour activity, including dealing with angry customers and customers of any nationality.
Education:High School
Skills:Customer serviceCommunicationProblem-solvingConflict managementAttention to detail

Company Brief

Al Ghurair
Diversified UAE-based family conglomerate with businesses across manufacturing, real estate, foods, and investments. Operates multiple subsidiaries and brands serving industrial, commercial, and consumer markets across the Middle East and beyond.
Industry: Conglomerates & Holding Companies
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Dubai, United Arab Emirates
Founded: 1960
WebsiteLinkedIn