Customer Service Representative

Ovii's Interpretation of the Role

We’re hiring a Customer Service Representative to deliver fast, high‑volume support via phone, email, chat and social channels for US‑hour clients. The role handles 50‑100 tickets daily using Zendesk, Freshdesk or Salesforce Service Cloud, meeting SLA and first‑contact resolution targets while updating knowledge bases and collaborating with product and operations teams.

Role Snapshot

• High‑volume ticket handling (50‑100 daily)
• Multi‑channel support: phone, email, chat, social
• First‑contact resolution focus
• SLA and KPI driven
• Knowledge‑base authoring
• Collaboration with product & ops
• Remote (UAE) on US business hours

Must-Have Requirements

• 1–2+ years customer service or call center support
• Experience with at least one platform: Zendesk, Freshdesk, Salesforce Service Cloud
• Strong typing and multitasking ability
• Excellent written and verbal English
• Proficiency with Microsoft Office
• Proficiency with Google Workspace
• Customer service
• Call center support

Nice-to-Have Signals

• Multilingual support experience
• Industry exposure: SaaS, E‑commerce, Healthcare, Finance
• Experience in KPI‑driven environments
• Familiarity with chatbots or AI‑powered support tools
• SaaS industry
• E‑commerce
• Healthcare
• Finance
• KPI‑driven environments
• Multilingual support
• SaaS

Work Setup

• Location: Dubai, United Arab Emirates
• Work mode: REMOTE
• Remote scope: COUNTRY_RESTRICTED
• Remote countries: United Arab Emirates
• Employment type: Full-Time

Application Requirements

• Assessment mentioned

Not Specified in JD

• Visa sponsorship
• Salary range
• Relocation
• Notice period
• Travel requirements
• Shift requirements
• Security clearance

What You'll Likely Work On

• Resolve 50‑100 daily customer inquiries across phone, email, live chat and social platforms.
• Prioritize and manage tickets to meet SLA and first‑contact resolution targets, escalating complex cases as needed.
• Document interactions and maintain up‑to‑date knowledge‑base articles, response templates and macros.
• Capture and analyze customer feedback (CSAT, NPS) to identify trends and improve service quality.
• Collaborate with product, engineering and operations teams to relay insights and enhance the product.
• Ensure compliance with data protection regulations (GDPR, HIPAA) and uphold confidentiality standards.

Good Fit If You Have

• Empathetic, patient and customer‑focused.
• Organized, detail‑oriented and able to handle high ticket volume.
• Resilient under pressure and adaptable to varied industries.
• Strong written and verbal communication skills.
• Multilingual ability is a plus.