Senior Customer Service Representative

About this opportunity

Customer Service Representative – Veterinary Clinic *Amity Veterinary Clinic – Dubai* *Full-time | AED 5,000–6,500 per month (all-inclusive)* The Role Amity Veterinary Clinic is looking for an experienced Customer Service Representative to become one of the first points of contact for our clients. This is not a traditional call-centre role, and it is not simply about answering messages quickly. Your job is to understand why a client has contacted us, communicate with empathy and accuracy, resolve their enquiry wherever possible, and help them make the right next decision. Most enquiries come through WhatsApp and other digital messaging (approximately 75%), with telephone calls making up approximately 25% of the role. All communication is inbound – our clients have already chosen to contact us. Where we can help them, an important part of your role is turning those enquiries into confirmed appointments. Most importantly, we want every client to finish an interaction with Amity in a better position than when they first contacted us – even on occasions when the right outcome is not a booking with us. What You’ll Be Responsible For You will: * Manage incoming client messages and telephone calls as a first point of contact. * Understand what the client needs rather than simply responding to the question in front of you. * Provide clear, accurate and empathetic communication. * Resolve normal client enquiries independently and take ownership through to completion. * Convert appropriate enquiries into confirmed veterinary appointments. * Answer routine questions about our services, pricing, availability and appointment options. * Keep accurate track of anything requiring follow-up and make sure commitments are completed. * Recognise when something is outside your authority or requires clinical input and escalate appropriately. * Work closely with the wider customer service and reception team, asking for support when necessary and providing support to colleagues when capacity allows. * Remain calm and organised when several clients need assistance at the same time. You will be supported by *Lizzie, our AI customer-service assistant*, which helps our team prepare consistent, high-quality written responses. You remain responsible for understanding the client's enquiry, using good judgement and ensuring the response and outcome are appropriate. What We’re Looking For We are looking for someone with *previous customer service experience* who already understands what excellent service looks like. You should be someone who: * Takes ownership rather than automatically passing problems to somebody else. * Communicates with genuine empathy, particularly when people are worried or emotional. * Has excellent spoken English and a confident, professional telephone manner. * Is highly organised and follows through on commitments. * Maintains accuracy and quality even when the workload increases. * Can manage multiple conversations without becoming flustered. * Uses good judgement and knows when to resolve something independently and when to ask for assistance. * Is comfortable using technology and AI-supported communication tools. * Works well as part of a team and both asks for and offers support when needed. Previous experience in a *veterinary, medical, healthcare or similar environment* would be an advantage, but it is not essential. Strong candidates from other service industries are encouraged to apply. Veterinary knowledge can be taught. *Empathy, ownership, organisation and good judgement are much harder to teach.* Working in a Veterinary Environment Our clients are pet owners, and sometimes they contact us during difficult or emotional circumstances. You need to be comfortable communicating with people who may be worried about a sick animal, dealing with an urgent situation or facing difficult decisions, including end-of-life situations. You are *not expected to diagnose animals or act as a veterinarian*. Clinical questions and situations requiring veterinary judgement are escalated appropriately. Your responsibility is to communicate calmly, accurately and compassionately and help the client reach the appropriate next step. How We Work This is a *full-time, clinic-based position in Dubai*. The role operates on either a morning or afternoon shift. Once your normal shift has been agreed and confirmed, we aim to keep it consistent so that you can plan your life around your working schedule. You will work as part of an established customer service team and will be supported by an experienced Client Experience Manager. The manager is available for exceptions and genuine escalations; however, we expect experienced team members to confidently manage normal day-to-day client enquiries themselves. Salary *AED 5,000–6,500 per month, all-inclusive*, depending on experience and suitability. Who This Role Will Suit This position will suit someone who believes great customer service is not measured simply by how quickly a conversation is closed. It is measured by whether the client was listened to, received accurate information, understood what to do next and felt that somebody genuinely took responsibility for helping them. If that sounds like the way you already approach customer service, we would like to hear from you. Pay: AED5,000.00 - AED6,500.00 per month Application Question(s): * What is your salarry expectation? * Question: You have several unanswered WhatsApp conversations, the telephone is ringing, and one client you are speaking with has a complicated problem that is taking longer than expected. What would you do? * Question: In your own words, what does “taking ownership of a customer enquiry” mean? Please give an example from your previous customer service experience. Experience: * Customer service: 3 years (Required) Work Location: In person