Customer Care Representative

About the company

Logic Utilities is a utility billing and customer experience provider supporting residential and commercial communities across Dubai and Abu Dhabi. The business is investing in technology, including AI-enabled support, and is focused on delivering strong service quality.

Role overview

This full-time onsite position in Dubai is suited to someone who enjoys resolving customer issues, handling enquiries, and providing reliable support in a fast-moving, technology-led environment. The role centers on customer callbacks, issue resolution, and case ownership through to closure.

Core responsibilities

You will work with Zendesk and related customer engagement tools to manage support cases, review account and ticket history, communicate with customers professionally, and coordinate with internal teams until matters are resolved.

• Handle customer callbacks and service enquiries through the support system.
• Check account details and previous ticket records before reaching out to customers.
• Confirm customer identity and follow data privacy and protection requirements.
• Respond with clarity, empathy, and professionalism.
• Work to resolve enquiries directly and give accurate progress updates when follow-up is needed.
• Own customer issues from first contact until resolution.
• Support enquiries related to utility bills, payment allocation, security deposit refunds, late charges, and disconnection or reconnection requests.
• Investigate account history and work with internal teams to provide correct information.
• Escalate complex matters appropriately while continuing to manage customer communication.
• Keep customer records accurate and complete in Zendesk.
• Ensure all interactions are properly documented.
• Manage ticket queues and prioritize cases according to service levels.
• Prepare customer communications using approved templates and processes.
• Support complaint handling and customer resolution work.
• Address complaints within required response timelines.
• Escalate regulatory complaints and high-risk issues when needed.
• Work with supervisors and managers on complex cases.
• Follow best practices for customer service and de-escalation.
• Collaborate with Billing, Collections, Technical, and Customer Experience teams.
• Support SLA performance targets.
• Contribute to process improvement and customer experience enhancements.
• Adapt to new tools, AI-assisted workflows, and changing business processes.

Requirements

The role calls for a bachelor’s degree or equivalent professional experience, along with 1 to 3 years of experience in customer service, contact centre, or customer support roles. Strong English communication skills, problem-solving ability, professionalism under pressure, attention to detail, and good organisational skills are essential. Prior use of CRM, ticketing, or customer management systems is also needed.

• Bachelor’s degree or equivalent professional experience.
• 1 to 3 years of experience in customer service, contact centre, or customer support.
• Strong spoken and written English.
• Good problem-solving and customer relationship skills.
• Ability to stay calm and professional under pressure.
• Strong attention to detail and organisational ability.
• Hands-on experience with CRM, ticketing, or customer management systems.
• Preferred background in utilities, billing, collections, real estate, or facilities management.
• Zendesk experience is desirable.
• Experience with outbound customer engagement platforms is desirable.
• Knowledge of UAE utility regulations and customer service frameworks is desirable.
• Arabic language skills are desirable.

Success measures

Success in this position means delivering excellent customer experiences, resolving issues accurately and efficiently, meeting service and response targets, keeping records and documentation high in quality, and contributing positively to customer satisfaction and retention.

Why join

This is an opportunity to join an expanding utilities business, use modern customer experience tools including AI-assisted support, grow professionally, and work in a collaborative team that helps shape the customer experience across Dubai and Abu Dhabi.