[Hiring] Customer Service Representative @Staff Domain Inc.

Day

Dubai (UAE) Time

Philippines Time

Notes

Sunday

10:00 AM – 7:00 PM

2:00 PM – 11:00 PM

Same day

Monday

2:00 PM – 9:00 PM

6:00 PM – 1:00 AM (Tue)

Ends next day

Tuesday

2:00 PM – 9:00 PM

6:00 PM – 1:00 AM (Wed)

Ends next day

Wednesday

2:00 PM – 9:00 PM

6:00 PM – 1:00 AM (Thu)

Ends next day

Thursday

2:00 PM – 9:00 PM

6:00 PM – 1:00 AM (Fri)

Ends next day

Friday

OFF

OFF

—

Saturday

10:00 AM – 7:00 PM

2:00 PM – 11:00 PM

Same day

• Respond to customer inquiries promptly and professionally via email, chat, and phone.
  
• Assist customers with initial enquiries, providing information about our tutoring services, pricing, and tutors’ availability.
  
• Provide technical support to customers as needed, guiding them through our platform, assisting with payments and troubleshooting any issues they may encounter.
  
• Update customer bookings at their request and in line with our policies.
  
• Liaise with tutors to coordinate and support with scheduling.
  
• Proactively follow up with customers to ensure satisfaction.
  
• Collaborate with other team members to continuously improve overall customer satisfaction, response times, and resolution rates.
  
• Monitor and categorise conversations between Tutors and Parents/Students ensuring that required actions have been taken and standards are met.
  
• Document customer interactions, transactions, and feedback.
  
• Acknowledge and resolve customer complaints in a timely and professional manner.
  

Requirements

• Bachelor's degree in Business, Communication, Marketing, or a related field is preferred.
  
• Exceptional communication and interpersonal skills, with a friendly and professional demeanour.
  
• English speaker with excellent written and verbal communication skills.
  
• At least 3+ years of experience in customer service, customer success, or similar roles.
  
• Preferrably, at least 3+ years of experience in customer service/customer success
  
• Proficiency with computer systems and familiarity with online booking systems or CRM software.
  
• Ability to work independently and collaboratively as part of a remote team.
  
• Strong Numerical Skills: Ability to calculate total costs, apply percentage discounts, and convert between timezones.
  
• Nice to have - Familiarity with the British Education System
  

• Friendly and engaging: fosters a positive relationship with our clients, showing sincere empathy and the genuine interest to help them with their scheduling needs.
  
• Open to candid feedback and communication: receptive to constructive input and actively communicates with colleagues to help improve everyone’s performance and the company advance.
  
• Commitment to continuous improvement: willing and eager to learn and grow professionally.
  
• Long-term working relationship: committed to building a stable and long-lasting partnership.
  
• Responsible and trustworthy: takes ownership of tasks and demonstrates reliability and integrity in all actions.
  
• Familiarity with the British Education System: preferably has a background/experience within the British education system.
  

Benefits

• HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents)
  
• Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary)
  
• Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more!