Agente de Servicio al Usuario

🎧 We're Hiring: Agente de Servicio al Usuario

📍 Location: United Arab Emirates (Remote)

🕒 Employment Type: Full-Time

💼 Experience Level: Entry-Level to Mid-Level

🌐 Work Arrangement: Fully Remote

About Us

Tavella is a growing international organization focused on customer service excellence, operational efficiency, user support, and sustainable business growth. Our teams collaborate across Customer Service, Operations, Administration, Technology, and other business functions to deliver reliable and professional support experiences.

The Role

We are seeking a friendly, responsive, and service-oriented Agente de Servicio al Usuario to provide professional assistance to users and customers through multiple communication channels.

The successful candidate will handle inquiries, resolve routine issues, maintain accurate service records, coordinate with internal teams, and ensure users receive timely and effective support.

Key Responsibilities

• Provide professional and courteous assistance to users and customers.
• Respond to inquiries through email, chat, phone, and other support channels.
• Identify user needs and provide appropriate information or solutions.
• Handle routine service requests and support cases efficiently.
• Register, categorize, and update customer service interactions.
• Maintain accurate records of user requests and resolutions.
• Follow up on open cases and pending customer requests.
• Ensure timely responses according to established service standards.
• Monitor service tickets, queues, and assigned workloads.
• Escalate complex issues to the appropriate department or supervisor.
• Coordinate with internal teams to resolve user-related problems.
• Provide clear instructions regarding products, services, procedures, and processes.
• Assist users with account, system, or service-related questions where applicable.
• Verify customer information and service details when required.
• Maintain accurate customer and service databases.
• Document solutions and recurring issues for future reference.
• Identify common customer concerns and recurring service problems.
• Support customer satisfaction and service quality initiatives.
• Monitor basic KPIs such as response time, resolution time, and service volume.
• Prepare basic daily and weekly service activity reports.
• Follow established customer service policies and procedures.
• Maintain a professional tone during difficult or sensitive interactions.
• Handle complaints calmly and work toward appropriate resolutions.
• Protect confidential customer and company information.
• Ensure customer interactions comply with internal standards.
• Participate in training related to products, services, and support procedures.
• Keep knowledge of internal processes and service information up to date.
• Assist with service improvements based on user feedback.
• Identify opportunities to improve response efficiency and customer experience.
• Support updates to FAQs, knowledge bases, and customer service documentation.
• Coordinate scheduled callbacks and follow-up activities.
• Maintain accurate communication records across service channels.
• Work closely with remote colleagues to ensure consistent customer support.
• Perform additional customer service and administrative duties as required.

Requirements

• Diploma or Bachelor’s degree in Business Administration, Customer Service, Communications, Management, or a related field.
• 1–3 years of experience in customer service, user support, call center operations, administration, or a related role.
• Strong customer service and communication skills.
• Professional and friendly approach when interacting with users.
• Excellent listening and problem-solving abilities.
• Strong attention to detail and accuracy.
• Ability to manage multiple customer requests simultaneously.
• Good time-management and organizational skills.
• Proficiency in Microsoft Office and common communication tools.
• Experience with CRM, ticketing, helpdesk, or customer service platforms is an advantage.
• Ability to document customer interactions clearly and accurately.
• Strong written and verbal English communication skills.
• Ability to remain calm and professional under pressure.
• Comfortable working independently in a fully remote environment.
• UAE/GCC customer service experience is an advantage but not mandatory.
• Relevant customer service certifications are welcome but not required.

What We Offer

• 🌍 Fully Remote Work Arrangement
• 💼 Full-Time User Service Position
• 📈 Career Growth & Professional Development
• 🎧 Practical Experience in Customer & User Support
• 📊 Exposure to Service Performance & Customer Experience
• 🤝 International & Collaborative Working Environment
• 🕒 Flexible Working Environment
• 🚀 Opportunity to Develop Customer Service Expertise
• 🌐 Cross-Functional & International Collaboration