Customer Service Representative

PhoneBox is looking for a customer-focused, organized team member to support our wireless customers and day-to-day operations. This role combines customer service with administrative coordination, helping customers resolve issues while keeping account information, service requests and internal records accurate.

What you’ll do

Customer support

* Respond to customer inquiries through phone, email, live chat and messaging channels.

* Explain mobile plans, billing, payments, account changes and activation requirements clearly.

* Assist with SIM and eSIM activation, number transfers and basic connectivity troubleshooting.

* Handle complaints professionally and follow up until issues are resolved.

* Coordinate with internal teams and service partners on cases requiring further investigation.

* Document customer interactions and next steps accurately in our CRM.

Operations and administration

* Process customer applications, account updates and service requests according to company procedures.

* Review submissions for completeness and follow up on missing information.

* Track pending activations, number transfers, orders and unresolved support cases.

* Assist with SIM inventory records, shipping coordination and order tracking.

* Maintain spreadsheets, prepare operational reports and flag discrepancies.

* Support billing inquiries, payment verification and refund requests within assigned authority.

* Coordinate handovers between teams and identify opportunities to improve procedures.

* Protect customer information and follow company verification and data-handling requirements.

What we’re looking for

* At least two years of experience in customer service, administration or operations support.

* Strong spoken and written English; additional languages are an asset.

* Clear communication, patience and sound judgment when handling customer concerns.

* Excellent attention to detail and the ability to manage multiple requests without losing track of follow-ups.

* Confidence using CRM or ticketing systems, Microsoft Excel or Google Sheets, and online communication tools.

* Ability to follow established procedures, recognize exceptions and escalate appropriately.

* Willingness to work scheduled shifts supporting international customers, which may include evenings, weekends or public holidays. Shift requirements will be discussed during the interview.

Nice to have

* Experience in telecommunications, subscription services or e-commerce.

* Familiarity with SIM/eSIM activation, number portability and recurring billing.

* Experience supporting customers across different countries and time zones.

* Familiarity with AI-assisted support tools, with careful review for accuracy and appropriate handling of customer information.

What success looks like

* Customers receive clear, timely and helpful responses.

* Requests are processed accurately and followed through to completion.

* Records are complete, and handovers allow colleagues to continue work smoothly.

* Recurring problems are identified and communicated with practical suggestions for improvement.

How to apply

Submit your resume and a brief introduction explaining your relevant customer support and administrative experience. Please include your language skills, availability to start and ability to work international support shifts.

Pay: AED2,600.00 - AED4,600.00 per month

Work Location: Remote