Role Description The Senior Customer Service Representative at LM Consultoría is a part-time hybrid role based in Sharjah Emirate, United Arab Emirates, with some flexibility for working from home. This role involves managing inbound and outbound client communications via phone, email, and other channels, ensuring timely and accurate responses to inquiries and requests. The Senior Customer Service Representative will resolve escalated issues, guide clients through services and processes, and maintain detailed records of interactions in the CRM system. The role includes monitoring service quality, identifying opportunities to improve the customer experience, and collaborating with internal teams to address client needs. The individual will also support the training and mentoring of junior customer service team members and contribute to implementing best practices in customer support. Qualifications Strong customer-facing skills, including Customer Service, Customer Support, and Customer Satisfaction capabilities.Experience enhancing Customer Experience through attentive communication, problem-solving, and follow-up.Excellent Phone Etiquette and professional communication skills across phone, email, and digital channels.Proven ability to handle escalations, manage multiple inquiries, and prioritize tasks effectively.Strong listening, conflict resolution, and negotiation skills with a client-centric mindset.Comfort working in a hybrid environment, with reliability in both on-site and remote settings in Sharjah Emirate.Previous experience in a senior or lead customer service role, preferably within consulting or professional services.Proficiency in CRM or ticketing systems and basic office software (e.g., spreadsheets, word processing).Fluency in English; Arabic language skills are an advantage.Relevant diploma or degree in Business, Communications, or a related field is preferred.