Call Center Agent

The Call Center Agent reports to the Call Center Supervisor. They will be responsible for handling a high volume of inbound and outbound calls, providing excellent customer service, and resolving inquiries or issues professionally and efficiently. They will be playing a crucial role in maintaining positive customer relationships and contributing to the overall success of the contact center customers.

UAE Nationals & candidates with strong familiarity with local dialects are encouraged to apply.

Key Responsibilities:

  • Answering incoming calls promptly and professionally.
  • Making outbound calls to follow up on customer inquiries or provide information as required.
  • Providing exceptional customer service by providing accurate information, resolving issues, and managing customer expectations.
  • Ensuring a high level of customer satisfaction through effective communication and problem resolution.
  • Following communication scripts and guidelines provided by the company.
  • Accurately entering customer information and interactions into the system.
  • Maintaining detailed and organized records of customer interactions.
  • Developing a comprehensive understanding of the services offered.
  • Staying informed about updates and changes to products or services.
  • Identifying and escalating complex issues to the appropriate department for resolution.
  • Adhering to quality standards and call center metrics, such as call resolution times and customer satisfaction.
  • Participating in performance improvement initiatives.
  • Effectively managing call time, ensuring prompt and efficient handling of customer inquiries.
  • Providing feedback on customer concerns and suggesting improvements to enhance the customer experience.
  • Complying with the policies and standards set by both the client and the company, including ISO 18295 standards for customer contact centers.
  • Maintaining the confidentiality of both client and company information and data and adhering to ethical standards.
  • Participating in all required training sessions for performance and compliance including the ones related to ISO 18295 standards.
  • Performing the job duties at the location designated by the company.
  • Performing other duties as assigned.

Experience, Skills & Qualifications:

  • BA/BS degree or equivalent.
  • Previous experience in a call center or customer service role is preferred.
  • Excellent verbal communication skills.
  • Strong problem-solving abilities.
  • Ability to handle a high volume of calls with professionalism.
  • Proficient in computer applications, call center software, and data entry.
  • Ability to work independently and collaboratively as part of a team.
  • Fluency in English, and Arabic

Job Type: Full-time

Pay: From AED4,000.00 per month

Ability to commute/relocate:

  • Ajman: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

  • Are you able to join immediately?
  • Do you have the local dialect?

Experience:

  • call center: 1 year (Preferred)

Language:

  • Arabic (Preferred)
  • English (Required)
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