Senior Customer Service Agent

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Lead a hands-on customer service team by managing real-time queues across voice and digital channels. Monitor SLA adherence, backlog, abandonment, and agent performance KPIs, and coach agents through daily check-ins and weekly reviews. Ensure quality and compliance by enforcing scripts, escalation protocols, and CRM discipline, while acting as the first escalation point for complex, high-risk customer issues and providing RCA and VoC insights to the CSM.

Location: Abu Dhabi

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Manage real-time queues across voice, tickets, email, and in-app support
•Monitor SLA adherence, backlog, ageing, and abandonment, and take corrective actions like queue rebalancing and ticket reprioritization
•Track agent KPIs (AHT, FCR, CSAT, productivity/utilization, adherence) and conduct daily check-ins and weekly performance reviews
•Ensure quality and compliance by enforcing approved scripts and escalation protocols, including KYC/payments/refunds processes
•Maintain CRM and process discipline (ticket logging/categorization, status updates, escalation tagging, resolution notes) and feed RCA/VoC insights to the CSM

Key Requirements

•Experience as a Team Lead or Senior Agent in a high-volume call centre or digital support environment
•Strong understanding of queue-based operations
•Hands-on experience with CRM and ticketing systems
•Ability to coach agents and run performance conversations
•Comfortable working in fast-paced, regulated environments

Skills:CoachingPerformance managementIssue resolutionCustomer-first mindsetProcess discipline

Tech Stack:CRMTicketing systems

Company Brief

Astra Tech

UAE-based technology company offering technology solutions and systems integration services, focusing on IT infrastructure, security systems, and smart building / automation solutions for commercial and residential clients.

Industry: Professional Services

Headquarters: United Arab Emirates

Website

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Astra Tech

6 months ago

Senior Customer Service Agent

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Location: Abu Dhabi

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Manage real-time queues across voice, tickets, email, and in-app support
•Monitor SLA adherence, backlog, ageing, and abandonment, and take corrective actions like queue rebalancing and ticket reprioritization
•Track agent KPIs (AHT, FCR, CSAT, productivity/utilization, adherence) and conduct daily check-ins and weekly performance reviews
•Ensure quality and compliance by enforcing approved scripts and escalation protocols, including KYC/payments/refunds processes
•Maintain CRM and process discipline (ticket logging/categorization, status updates, escalation tagging, resolution notes) and feed RCA/VoC insights to the CSM

Key Requirements

•Experience as a Team Lead or Senior Agent in a high-volume call centre or digital support environment
•Strong understanding of queue-based operations
•Hands-on experience with CRM and ticketing systems
•Ability to coach agents and run performance conversations
•Comfortable working in fast-paced, regulated environments

Skills:CoachingPerformance managementIssue resolutionCustomer-first mindsetProcess discipline

Tech Stack:CRMTicketing systems

Company Brief

Astra Tech

Industry: Professional Services

Headquarters: United Arab Emirates

Website