Customer Service Specialist

Product, engineering and support teams work out of offices in Dubai, Dubai and two nearshore delivery centers. Oasis Software employs 410 people across engineering hubs in Dubai and three other locations, building ERP software for mid-market manufacturers.

Overview

Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. The Customer Service Specialist answers customer calls, chats and emails about orders, billing and account changes. The company is based in Dubai, the UAE. Our team works from several countries. This is a full-time remote role. We use an employer of record in the US, so you get a proper employment contract, not a freelance agreement. You will work Dubai business hours, Monday to Friday.

Key responsibilities

• Explain bills and payment options and take payments over the phone
• Escalate complaints that need a supervisor or another department
• Answer inbound calls, live chats and emails from a queue
• Update customer records accurately
• Document every interaction in Zendesk or Salesforce Service Cloud
• Look up orders, accounts and shipping status in the CRM and order system
• Transfer calls to the right department with a warm handoff
• Notice repeat problems and report them to your team lead

Qualifications

• 3-5 years of customer service, retail, hospitality or call center experience
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Must pass a background check
• Clear speaking voice and good listening skills
• Typing speed of at least 35 WPM

Preferred

• Zendesk, Five9 or Genesys experience
• Knowledge of e-commerce order systems such as Shopify
• Chat support experience
• Experience handling escalations

Benefits

• Paid sick days
• Performance bonus
• Home office setup budget
• Monthly internet allowance
• Health insurance through our employer-of-record partner
• Annual team retreat
• Paid parental leave

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We are unable to sponsor visas for this position.

We review applications on a rolling basis.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Oasis Software.