Overview
Customer Success Specialist Jobs in Dubai at Biofuel DXB
Key Responsibilities:
- Handle a high volume of inbound and outbound customer interactions via phone, email, live chat, and ticketing systems (e.g., ERP) in a call center environment.
- Respond promptly and professionally to customer inquiries regarding:
- Product specifications (biodiesel blends, renewable diesel, SAF pathways, feedstocks such as UCO).
- Order status, delivery schedules, logistics, and tracking.
- Accurately document all interactions, update customer records in CRM, and escalate complex issues to technical support, sales, logistics, quality, or compliance teams.
- Resolve customer complaints (such as delayed shipments, blending issues, certificate requests, or billing discrepancies) in a calm and solution-focused manner.
- Provide basic guidance to customers on biofuels benefits, environmental impact, and value optimization (blending ratios, carbon credit eligibility, etc.).
- Process orders, amendments, cancellations, and returns in line with company procedures.
- Meet or exceed KPIs including AHT, FCR, CSAT, service level targets, and quality scores.
- Participate in team meetings, product/regulation training sessions, and quality monitoring.
- Support after-hours or on-call rotations if required.
Work Location: In person
Title: Customer Success Specialist
Company: Biofuel DXB
Location: Dubai
