Full job description

Job Summary:
Quality International Certificates Issuing Services is seeking a Customer Support Coordinator to serve as the primary point of contact for clients seeking certificate issuance services. This role is responsible for managing client inquiries, guiding applicants through the certification process, and ensuring timely and accurate communication between clients and internal teams. The position reports to the Operations Manager or Customer Service Supervisor.

Key Responsibilities:

• Respond promptly to client inquiries received via phone, email, and in-person regarding certificate application procedures, requirements, and status updates.
• Guide clients through the application process, explaining required documentation, fees, and processing timelines clearly and accurately.
• Review incoming applications for completeness and accuracy, and follow up with clients to obtain missing information or documents.
• Coordinate with internal technical teams and external certification bodies to track application progress and resolve any processing issues.
• Provide regular status updates to clients and answer questions throughout the certification lifecycle.
• Maintain detailed and accurate records of all client interactions and application activities in the company’s CRM or database system.
• Prepare and dispatch final certificates to clients via email or courier upon completion.
• Address and resolve client concerns or complaints, escalating complex issues to the supervisor as needed.
• Assist in preparing customer service reports, including inquiry volumes, response times, and client feedback.
• Contribute to improving customer support processes and documentation for greater efficiency and client satisfaction.

Requirements:

• High school diploma or equivalent; a diploma or degree in Business Administration, Communications, or a related field is preferred.
• Minimum of 2 years of experience in a customer service, coordination, or administrative support role, preferably in a professional services, certification, or government-related environment.
• Excellent verbal and written communication skills in English; proficiency in Arabic is required.
• Strong interpersonal skills with a professional, patient, and helpful demeanor.
• Good organizational skills and attention to detail when handling applications and client records.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and experience with CRM or database systems.
• Ability to multitask, prioritize, and work efficiently in a fast-paced environment.
• Problem-solving mindset with the ability to handle routine inquiries independently.

Job Type: Full-time

Pay: AED7,000.00 – AED8,000.00 per month