Call Center Agent

We are looking for a friendly, professional, and customer-focused Call Center Agent to handle customer inquiries, provide information about company products or services, and resolve routine issues efficiently. The ideal candidate should have excellent communication skills, a positive attitude, and the ability to handle calls professionally while maintaining high customer service standards.

Key Responsibilities

• Handle incoming customer calls and make outgoing calls when required.
  
• Respond to customer questions about company products, services, and procedures.
  
• Provide accurate information and assist customers with their requests.
  
• Identify customer concerns and resolve routine issues professionally.
  
• Escalate complex complaints or inquiries to the appropriate department.
  
• Record customer interactions, inquiries, complaints, and follow-up actions in the company system.
  
• Follow up with customers to confirm that issues have been addressed.
  
• Maintain professional telephone etiquette and a positive customer experience.
  
• Meet assigned performance targets, including call quality, response time, and customer satisfaction.
  
• Follow company policies, approved call scripts, and customer service procedures.
  
• Protect customer information and maintain confidentiality.
  
• Coordinate with other departments to ensure timely resolution of customer issues.
  
• Participate in training sessions and team meetings to improve service quality.
  
• Perform other customer service duties assigned by the supervisor or management.
  

Requirements

• High school diploma or equivalent; additional education is an advantage.
  
• Previous experience in a call center, customer service, telesales, or a similar role is preferred.
  
• Excellent verbal communication and active listening skills.
  
• Good command of English; Arabic or other language skills are an advantage, depending on customer requirements.
  
• Basic computer skills and familiarity with email, spreadsheets, and customer management systems.
  
• Ability to handle multiple calls and maintain accurate records.
  
• Strong problem-solving and customer service skills.
  
• Patient, polite, professional, and confident telephone manner.
  
• Ability to remain calm when dealing with complaints or difficult situations.
  
• Good time-management skills and the ability to meet performance targets.
  
• Willingness to work shifts, weekends, or public holidays according to the business schedule.
  
• Ability to work full-time on-site in Dubai, UAE.
  

Benefits

• Competitive salary based on qualifications and experience.
  
• Employment visa, subject to the employer's policy and applicable UAE regulations.
  
• Medical insurance, as applicable under the employment arrangement and UAE requirements.
  
• Annual leave and public holidays in accordance with applicable UAE labour law.
  
• End-of-service benefits, where applicable under UAE law.
  
• Professional and supportive working environment.
  
• Training and development opportunities to improve customer service skills.
  
• Opportunities for career progression into senior customer service or team leader roles.
  
• Performance-based incentives or bonuses may be available, depending on company policy and the employment contract.