Customer Service Agent

Company Overview

Since 1992, Big Ticket LLC has been offering huge cash prizes and dream cars, creating unforgettable experiences for our customers. Our monthly guaranteed draws give participants the chance to win massive cash prizes, luxury cars, and more, with millions of dirhams awarded to lucky winners every month.

At Big Ticket, we’re more than just a raffle; we create moments of hope, joy, and excitement for people around the world. With a mission to turn dreams into reality through exciting games and entertainment and make every draw an event to remember.

Purpose and Objectives for the Role 

The Customer Service Agent is the first point of contact for Big Ticket customers, providing support via phone and email. This role is responsible for resolving queries efficiently and professionally while working closely with internal teams to ensure a seamless customer experience. The ideal candidate will be proactive, solutions-focused, and passionate about delivering outstanding service.

Overall Responsibilities 

• Respond to inbound customer queries via email and telephone in a timely and professional manner.
• Resolve customer issues with empathy, accuracy, and attention to detail.
• Maintain up-to-date knowledge of promotions, draw schedules, and product offerings.
• Escalate complex issues to relevant departments (IT, Marketing, Operations) as needed.
• Record and manage customer interactions using internal systems and tools.
• Support the wider team in delivering customer satisfaction goals and feedback initiatives.
• Contribute to a positive and supportive team environment.

Skills Required

• Excellent verbal and written communication skills in corporate English.
• Proficient in Microsoft Office Suite (Outlook, Word, Excel).
• Strong interpersonal skills with the ability to stay calm under pressure.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Previous experience in customer service or call centre environments is desirable but not essential.
• Additional languages such as Hindi, Tamil, or Malayalam are an advantage.

Qualifications Required

• High school diploma required; diploma or degree in Business, Communications or related field is a plus.
• Training or certification in customer service is an advantage.

Working Conditions / Environment

• Shift-based role, may include weekends and public holidays depending on operational needs.