Customer Service Agent for UK Market

Mint Outdoor

AED 4,000 - 5,999 per month

Dubai, UAE

Full Time (Remote)

2-5 Years

Female

Bachelors Degree

Posted a day ago

Job Details

Customer Support Executive — UK E-commerce (Work from Home, Dubai)
Salary: AED 4,500 – 6,000 per month, depending on experience
Hours: Monday to Friday, 12:00 – 20:00 Dubai time
Location: Work from home, anywhere in the UAE
Employment type: Full-time

About us
We are a UK online retailer selling premium outdoor furniture — dining sets, loungers, parasols, garden sofas. Our customers are in the United Kingdom. Our stock ships from Vietnam and China into UK warehouses and is delivered to customers' homes.
The business is run from Dubai. You would be joining a small team and reporting to our Managing Director who is based in Dubai.
The role
You will run our customer support desk. Every customer enquiry arrives by email into our ticket system, called MINT-OS. There is no telephone work in this role — it is entirely written.
MINT-OS is not a standard helpdesk. Our AI driven system reads each incoming ticket, pulls together the customer's full history — their orders, delivery status, previous emails, any claims and expected arrival dates.
What you will actually do, day to day
• Work through the ticket queue, clearing tickets as they come in
• Support the managing director to help develop MINT-OS so productivity and customer service levels can be enhanced.
• Identify errors in the MINT-OS system and the business in general and recommend improvement plans to the MD.
• Answer the everyday questions: where is my order, when will my pre-order arrive, can I change my delivery date, a part is missing, an item arrived damaged
• Raise follow-up tasks when something needs chasing internally, and make sure they actually get closed out. You must feel comfortable to arrange weekly video calls with our warehouse and delivery partners in the UK to resolve sticky issues.
• Keep the queue clear and the response times fast
What we are looking for
Essential:
• Excellent written English. Not perfect grammar necessarily — but natural, clear, warm writing that a British customer will read and trust. This is the single most important requirement
• Strong reading comprehension. Our customers write long, emotional, badly punctuated emails. You need to work out what they actually want
• Good judgement and common sense. You will be making decisions on your own without someone looking over your shoulder
• 3+ years in customer service, ideally e-commerce, retail, logistics or travel
• A reliable home internet connection and a quiet place to work.
• Already holding a valid UAE residence visa (spouse or family sponsorship is ideal)
Helpful, but we will train you:
• Experience with Shopify, Zendesk, Gorgias, Freshdesk or similar
• Experience handling delivery issues, damage claims or courier liaison
• Comfort using AI tools in your work
What this role is not: it is not a scripted call centre job, and it is not copy-and-paste. If you are the kind of person who sends the AI's draft without reading it, this will not work out. We need someone who thinks.
What we offer
• AED 4,500 – 6,000 per month.
• Work from home, permanently — no commute
• Weekends off (Saturday and Sunday)
• 30 days annual leave
• Medical insurance
• Laptop provided
• Genuinely interesting role in a business that is growing at 60% per year. You have a chance to get in early and become a senior member of the team in the future as headcount grows.

Language

English

Nationality

British (UK)

Company Size

1-10

Benefits