Customer Support Specialist

Practical Details

• Location: Dubai, United Arab Emirates
• Work Mode: On-site / Hybrid (depending on client requirement)
• Career Level: Lead / Senior
• Salary: AED 5,000 – AED 7,000 per month
• Relocation Support: For candidates currently outside the UAE, Citizen EOR provides end-to-end relocation support to ensure a smooth and stress-free transition to Dubai

About the Role (Your Impact)

As a Customer Support Specialist representing a premier retail chain shop through Citizen EOR, you are the primary heartbeat of the brand. Your impact goes beyond troubleshooting; you are a brand ambassador dedicated to transforming every customer interaction into a loyal relationship. By bridging the gap between our physical storefronts and our digital presence, you ensure a seamless, high-quality shopping journey that defines our reputation in the GCC market.

Responsibilities

• Omnichannel Support: Manage customer inquiries across phone, email, live chat, and social media with a focus on first-contact resolution.
• Problem Resolution: Efficiently handle returns, exchanges, and delivery tracking, coordinating closely with logistics and store managers to solve issues proactively.
• Product Expertise: Maintain in-depth knowledge of our retail inventory to provide personalized product recommendations and styling advice.
• Feedback Integration: Systematically collect and synthesize customer feedback to help our operations teams improve the in-store and online experience.
• CRM Management: Accurately document all interactions within the CRM to ensure data integrity and consistent follow-up.

Qualifications

• Experience: 2–4 years in customer support, specifically within the retail or e-commerce sector.
• Communication: Exceptional verbal and written communication skills in English.
• Tech-Savvy: Proficiency in CRM software (e.g., Zendesk, Salesforce) and Microsoft Office Suite.
• Soft Skills: A proven ability to remain empathetic, calm, and professional in high-pressure retail environments.

About Citizen EOR

Citizen EOR (Citizen Sources L.L.C) is a Dubai-based Human Resources company specializing in Employer of Record (EOR) employment solutions across the GCC. We also work as a contractor, connecting top-tier talent with the region's most exciting brands. We pride ourselves on being more than just a service provider; we are a partner in growth for both our clients and our employees.