Customer Service Representative (Arabic Speaker Emirati Accent)

Job Description:

Sutherland is seeking a skilled Customer Service Representative (CSR) to manage inbound and outbound customer interactions with professionalism and empathy. The ideal candidate will be fluent in Arabic with a clear Emirati accent, ensuring culturally relevant and personalized service for our customers.

Responsibilities:

• Handle inbound calls for information requests, complaints, and service-related inquiries.
• Conduct outbound calls for follow-ups and service-specific outreach.
• Maintain professional call etiquette, empathy, and strict adherence to Standard Operating Procedures (SOPs). Maintain high standards of language, empathy, data security, and procedural accuracy during interactions.
• Escalate unresolved or complex queries to Team Leads as per protocol.
• Ensure adherence to key performance indicators (KPIs) related to service quality, efficiency, and customer satisfaction.
• Support intelligent call allocation by directing incoming interactions to appropriately skilled CSRs, based on IVR selections, customer profiles (e.g., senior citizens, employers, pensioners), or service type, to enhance resolution quality and personalization.
• Resolve customer queries in a timely, professional, and process-compliant manner using available knowledge bases and tools.
• Tag dispositions and cases accurately to enable backend analytics and root cause identification.
• Follow scripts, workflows, and escalation protocols.
• Adhere to defined shift schedules, login/logout compliance, and maintain minimum threshold for productivity and quality scores.
• Provide feedback to Team Leads regarding recurring customer concerns or gaps in knowledge articles.
• Undergo periodic refresher trainings and actively participate in coaching, calibrations, and feedback sessions.
• Perform transactional services related to customer requests, including but not limited to generate certification, submit complaint inquiry suggestion etc.
• Identify knowledge gaps and inform the Training SPOC.

Requirements:

• Arabic speaker with a fluent Emirati accent (mandatory).
• Previous experience in customer service or call center roles is a plus.
• Strong communication skills with the ability to express empathy and professionalism.
• Proficiency in English is an advantage.
• Ability to follow protocols, multitask, and work under pressure.

If you are passionate about delivering excellent customer experiences and meet the language and accent requirements, we welcome you to apply.