Customer Service Representative

Customer Service Agent – Home Maintenance

Location: Dubai, UAE
Company: Expat Group
Employment Type: Full-time
Working Pattern: Shift work, including evenings/weekends/nights as required

About the Role

Expat Group is looking for an experienced, organised and customer-focused Customer Service Agent to join our growing Home Maintenance team.

This is a fast-paced operational role where you will be responsible for managing customer enquiries from initial contact through to booking and job completion. You will communicate with customers across telephone, WhatsApp and email, coordinate our field teams, prepare and send quotations, and ensure customers receive a professional and efficient service throughout their journey with Expat Group.

The ideal candidate will have experience in a BPO/contact centre or busy customer service environment. Previous experience within home maintenance, facilities management, technical services or a similar service industry would be a strong advantage.

Key Responsibilities

• Answer incoming customer calls, WhatsApp messages and emails professionally and efficiently.
• Understand customer requirements and accurately record all relevant job information.
• Book and schedule maintenance appointments.
• Coordinate technicians, drivers and operational teams throughout the day.
• Manage schedules to maximise team productivity and booking efficiency.
• Communicate appointment times, delays and job updates clearly to customers.
• Prepare and send customer quotations.
• Follow up outstanding quotations and enquiries to maximise conversion.
• Liaise with technicians to obtain job updates, technical information and follow-up requirements.
• Manage customer expectations from initial enquiry through to job completion.
• Handle customer concerns professionally and escalate complaints when required.
• Maintain accurate customer, job and quotation information within company systems.
• Coordinate follow-up visits and additional works.
• Work closely with the wider customer service and operations teams.
• Support payment collection and ensure outstanding payment issues are escalated appropriately.
• Maintain a high standard of communication with both customers and field teams.

Candidate Requirements

• Previous experience in customer service, contact centre or BPO operations is strongly preferred.
• Previous experience within home maintenance, facilities management, technical services, HVAC, plumbing or a related industry is highly desirable.
• Excellent spoken and written English.
• Confident and professional telephone manner.
• Strong WhatsApp and email communication skills.
• Able to manage multiple customers, technicians and jobs simultaneously.
• Strong organisational and scheduling skills.
• Comfortable working in a fast-paced environment where priorities can change throughout the day.
• Commercially aware and confident following up quotations and converting enquiries into bookings.
• Good computer skills and comfortable learning CRM, booking and operational systems.
• Strong attention to detail.
• Calm and professional when dealing with complaints or difficult situations.
• Able to work effectively as part of a team.
• Must be willing and able to work shifts, including evenings and weekends when required.

What We're Looking For

We are particularly interested in candidates who combine excellent customer service with strong operational thinking.

The successful candidate will understand that great customer service is not simply answering the phone — it means taking ownership of the customer's request, coordinating the right team, communicating clearly, following through on commitments and ensuring the job reaches a successful conclusion.

Experience working in a high-volume BPO environment combined with maintenance or technical-services knowledge would be particularly valuable.

Work Location: In person

Pay: AED4,500.00 - AED5,500.00 per month

Work Location: In person