Customer Service Representative (autonomous driving industry)

About the role :We are a technology company specializing in the R&D and commercialization of autonomous driving. Due to business expansion, we are inviting professionals with an international outlook and a service-oriented mindset to join our Dubai team.

Responsibilities

1.Customer Support & Safety Monitoring:Respond professionally and promptly to passenger and partner inquiries, complaints, and suggestions via phone, email, online chat, and internal ticketing systems.(Core) Remote Safety Assistance & Emergency Response: Monitor autonomous vehicle operations and in-cabin conditions; when unforeseen situations arise (e.g., road construction, vehicle malfunction, passenger emergencies), perform remote intervention, de-escalation, or on-site coordination per standard operating procedures to ensure safety.2.First-Line Technical Resolution & Ticket Escalation:Accurately document and initially diagnose user issues related to app usage, vehicle functions, or billing; escalate unresolved technical faults to engineering or operations teams per procedure and track through to closure.3.Premium Customer Experience Maintenance:Communicate in standard, fluent, accent-free English (the primary working language) to uphold the company's international brand image in Dubai.Apply culturally tailored de-escalation and communication strategies for local and international users, handle objections effectively, and enhance customer satisfaction (CSAT).4.Data Recording & Feedback:Log customer interactions and vehicle anomaly data accurately; compile regular reports on high-frequency issues to support product iteration and service localization.

Requirements

Language Proficiency (Hard Requirement): English listening, speaking, reading, and writing at an extremely fluent level, with standard and pure pronunciation (no accent); able to use English as the sole working language for communication and negotiation in complex scenarios. Basic Arabic proficiency is a significant plus but not mandatory.Education & Experience: Associate degree or above; experience in call centers, premium hotel concierge, aviation services, or customer service in the tech/automotive industry is preferred.Driving & Traffic Awareness: Preferred to hold a valid driver's license (C1/C2 or international license), be familiar with road traffic regulations, and possess basic knowledge of vehicle operation and fault assessment (hands-on driving experience is highly desirable).

Location: DubaiWorking Schedule: 8:30am-5:30pm, 6 days a week