Customer Support Experience Officer

Responsibilities

• Serve as the primary point of contact for customers across phone, email, live chat, WhatsApp and ticketing systems
• Handle daily inquiries, requests, complaints and escalations professionally and promptly
• Provide product/service information and step-by-step troubleshooting guidance
• Maintain accurate records and case notes in CRM/helpdesk platforms
• Coordinate with technical, operations and sales teams to resolve complex issues
• Monitor open cases and ensure timely follow-ups until resolution
• Identify recurring issues and report improvement opportunities to management
• Assist with customer onboarding, basic product training and user guidance
• Contribute to updates of SOPs, workflows and service quality processes
• Participate in team meetings, training and performance reviews

Requirements

• UAE citizen or legal UAE resident (Emirates ID)
• 1-3 years relevant experience in customer service, helpdesk or call center
• Strong English communication; Arabic is an advantage
• Experience with CRM/ticketing tools (e.g., Zendesk, Freshdesk, HubSpot, Salesforce)
• Proven phone, email and live chat support skills
• Active listening, problem-solving and escalation handling abilities
• Ability to work in a fast-paced, multi-tasking environment
• Customer-focused mindset with a positive attitude

Preferred Qualifications

• Call center operations experience
• Live chat and WhatsApp support experience
• CRM management and ticket resolution expertise
• Customer onboarding and training experience
• Experience improving service quality and retention metrics
• Conflict resolution and client relationship skills

Benefits

• Competitive salary and benefits package
• Multicultural, dynamic workplace with growth opportunities
• Professional development and training on customer service tools and best practices

About the Company

MKTG is part of Dentsu Creative, operating in the UAE market and focused on delivering integrated marketing and customer experiences. We are a multicultural team committed to innovation and service excellence, offering opportunities for career growth and continuous learning. This role is open only to UAE citizens or legal UAE residents with valid Emirates ID or residency documentation.