Customer Service Representative- English Agents

UDrive - Dubai

Please apply only if you are flexible to work in Night Shifts.

Key Responsibilities and Duties:

  • Receiving and placing calls (Inbound/Outbound) to address customer needs, complaints, or other issues related to the service.
  • Responding to all tickets received through chats, calls, emails, in person, social media etc based on the SLA set.
  • Responding efficiently and accurately to customers, providing possible solutions, and ensuring that customers feel supported and valued.
  • Follow communication procedures, guidelines and policies and suggest improvement to team leaders.
  • Act as a point of contact between field staff and customer to assist customers in emergency situations
  • Document all call information according to standard operating procedures

Resolutions and escalations

  • Take ownership of customers issues and follow problems through to resolution
  • Escalating queries and concerns via immediate report to the supervisor/manager including any critical system/app failures.
  • Prioritize and organizes task properly with handling of distractions in a professional manner.
  • Must be Keen to learn new market technology and a general know how of mobility industry
  • Proactive outreach and ability to promote B2B product offerings
  • Providing feedback to the team leader to help outline customer journey, user flows, features, bugs, etc)
  • Coordination with operations team including Operations Executive, driver’s, team lead etc for better service on time to the Customers
  • Co-ordinating with operations and finance and other relevant departments to find appropriate solutions to customer queries.
  • Assist customers on any channel assigned by the team leader or supervisor.


  • Diploma or University Degree in Business, Communications, and Marketing discipline
  • Experience in the mobility/Transportation industry/ e-commerce, healthcare, F&B
  • 2 years of Call center or customer service experience is a MUST
  • Arabic would be a huge plus
  • Tech Savvy (Basic system and software knowhow, Helpdesk ticketing system, reporting system, CRM system)

Soft Skills

  • Solid Sales, negotiation Skills
  • Innovative mindset and high EQ
  • Grit and a can-do attitude
  • Analytical and Critical Thinking ability
  • Must have attention to detail and proactive approach to support.
  • Should be able to work in Morning, Evening & Night on rotational basis
  • Should be able to work in a cross-functional environment and connect the dots.
Attention - In the recruitment process, legitimate companies never withdraw fees from candidates. If there are companies that attract interview fees, tests, ticket reservations, etc. it is better to avoid it because there are indications of fraud. If you see something suspicious please contact us: [email protected]