Job Description

Roles & Responsibilities

Position: Call Center Agent
Department: Customer Service / Contact Center
Location: United Arab Emirates

Job Summary:
The Call Center Agent will be responsible for handling customer interactions through phone, email, and chat channels while delivering an exceptional customer experience. The role includes managing customer inquiries, complaints, troubleshooting requests, and service-related cases in line with company policies and service standards.

Key Responsibilities:

• Handle inbound and outbound customer interactions via phone, email, and chat.

• Provide accurate information regarding products, services, warranties, repairs, and deliveries.

• Resolve customer complaints and escalations professionally and efficiently.

• Accurately document customer interactions in the CRM system.

• Coordinate with internal teams to ensure timely case resolution.

• Meet performance targets related to quality, productivity, attendance, and customer satisfaction.

• Identify opportunities to improve customer experience and escalate recurring issues when necessary.

Desired Candidate Profile

Required Qualifications:

• High school diploma or equivalent qualification.

• Previous experience in a call center or customer service environment is preferred.

• Excellent verbal and written communication skills in English.

• Arabic language proficiency is considered an advantage.

• Strong problem-solving and conflict-resolution skills.

• Ability to work effectively in a fast-paced environment.

• Good computer skills and familiarity with CRM systems and Microsoft Office applications.

Preferred Experience:

• Experience in customer service for premium consumer products or technical support environments.

• Experience handling customer complaints and escalations.

• Experience working with multiple communication channels, including voice, email, and chat support.

Working Schedule:

• 8 working hours per day.

• 6 working days per week with 1 day off.

Compensation:

• Monthly salary budget: AED 5,000.

• Additional benefits will be provided in accordance with UAE labor law and company policy.