Customer Support Executive (Customer Operations Center)

About the Role

🚀 Now Hiring: 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐄𝐱𝐞𝐜𝐮𝐭𝐢𝐯𝐞 (Customer Operations Center) | Telecom | Visa & HR Support by Citizen We are looking for a customer-focused, fast-moving, and solutions-oriented Customer Support Executive to join a dynamic Customer Operations Center within the Telecom industry. In this role, you will play a critical part in managing customer interactions, resolving service-related issues, coordinating with internal teams, and ensuring a consistently high standard of customer experience. 🛎️ 𝐎𝐮𝐭𝐬𝐨𝐮𝐫𝐜𝐢𝐧𝐠 & 𝐄𝐦𝐩𝐥𝐨𝐲𝐦𝐞𝐧𝐭 𝐌𝐨𝐝𝐞𝐥 Under Citizen’s outsourcing model, you will be employed by Citizen and work under Citizen’s visa sponsorship. Citizen will remain your employer and will manage your employment, HR, payroll, visa, and related employment support. In simple terms: Citizen is your employer; the client is the project/company you are assigned to support. 📍 𝐑𝐞𝐥𝐨𝐜𝐚𝐭𝐢𝐨𝐧 𝐑𝐞𝐪𝐮𝐢𝐫𝐞𝐦𝐞𝐧𝐭: This position is based in Dubai, UAE. Candidates currently outside the UAE must be willing and available to relocate to the UAE if selected. Relocation and visa support may be provided to eligible international candidates, subject to company policy and employment terms. 📋 𝐏𝐫𝐚𝐜𝐭𝐢𝐜𝐚𝐥 𝐃𝐞𝐭𝐚𝐢𝐥𝐬 - Position: Customer Support Executive – Customer Operations Center (CEOR-2026-CSE3) - Industry: Telecom - Location: Dubai, United Arab Emirates - Work Mode: On-site / Hybrid - Career Level: Entry to Mid - Experience: Minimum 3+ years - Employment Type: Full-Time - Salary: AED 6,000 to 8,000 per month - Department: Customer Operations / Customer Experience - Reporting To: Customer Operations Manager / Customer Service Manager 🔑 𝐊𝐞𝐲 𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬 - Handle customer inquiries related to telecom services, billing, subscriptions, accounts, and connectivity. - Identify customer needs and provide accurate, timely resolutions. - Troubleshoot basic technical and connectivity issues and escalate complex cases when required. - Maintain accurate customer records, complaints, service requests, and case notes in CRM/ticketing systems. - Manage complaints professionally and aim for First Contact Resolution (FCR). - Coordinate with Technical Support, Network Operations, Billing, Sales, and other teams to resolve issues within SLAs. - Follow up on open cases until successful resolution and closure. - Clearly explain telecom products, plans, charges, policies, and procedures. - Support activations, upgrades, plan changes, cancellations, and account modifications. - Meet key KPIs including AHT, FCR, CSAT, SLA adherence, resolution time, and quality scores. - Maintain compliance with customer data protection, telecom regulations, and company procedures. - Identify recurring issues and provide feedback to improve customer experience and service quality. - Participate in training, coaching, quality assessments, and continuous improvement initiatives. 🎯 𝐑𝐞𝐪𝐮𝐢𝐫𝐞𝐦𝐞𝐧𝐭𝐬 - Bachelor’s degree in Business, Communications, Management, IT, Customer Experience, or a related field. - 3+ years of experience in customer service, telecom, contact center, technical support, or customer operations. - Telecom, ISP, technology, or customer operations experience is strongly preferred. - Experience with CRM, ticketing systems, contact-center tools, and Microsoft Office. - Strong problem-solving, multitasking, and customer-handling skills. - Excellent verbal and written English communication skills. - Ability to work in a fast-paced, high-volume environment. - Willingness to work rotational shifts, weekends, and public holidays when required. 👌 𝐍𝐢𝐜𝐞 𝐭𝐨 𝐇𝐚𝐯𝐞 - Experience working in a telecom contact center, customer operations center, ISP, or technology-driven customer service environment. - Experience using CRM platforms such as Salesforce, Zendesk, ServiceNow, Microsoft Dynamics, or similar systems. - Knowledge of customer-service methodologies and Contact Center KPIs. - Professional certification in customer experience, customer service, or contact-center management. - Experience with quality assurance, customer retention, complaint management, or service recovery. - Fluency in Arabic, Hindi, Urdu, Bengali, or other regional languages is an asset. 🎁 𝐖𝐡𝐚𝐭 𝐂𝐢𝐭𝐢𝐳𝐞𝐧 𝐎𝐟𝐟𝐞𝐫𝐬 - Competitive tax-free UAE salary package. - Structured compensation comprising basic salary, housing allowance, and transportation allowance, as applicable. - Comprehensive health insurance in accordance with company policy and applicable UAE requirements. - Paid annual leave and public holidays. - Relocation support for eligible international candidates. - Visa and immigration support. - Initial accommodation support, where applicable. - Professional development and customer-service training. - Potential financial support for relevant professional certifications. - Structured performance management and career-development opportunities. 📩 𝐇𝐨𝐰 𝐭𝐨 𝐀𝐩𝐩𝐥𝐲 Interested in joining the team? Apply by Email Send your updated CV to jobs@citizeneor.com 📧 Email Subject: Customer Support Executive (#CEOR-2026-CSE3) 𝐀𝐛𝐨𝐮𝐭 𝐂𝐢𝐭𝐢𝐳𝐞𝐧 Citizen EOR provides Employer of Record, payroll, HR, visa, immigration, relocation, and workforce management solutions across the GCC. Selected professionals are employed through Citizen and deployed to support client operations under the applicable employment and operational framework. 🌐 Website: citizeneor.com 📧 CV Submission: jobs@citizeneor.com