Job Overview

The role of a Client Experience Agent – Call
Center revolves around being the first point of contact, and thus, establishing
the first impression of IFZA. The ideal candidate must be a highly committed,
responsible, and creative individual with excellent interpersonal skills and
the ability to work well under pressure.

Main Responsibilities

• Acting as a first point of contact
• Supporting the smooth running of IFZA Call Center,
  where all aspects of the client experience are delivered to the highest level
• Answering and distributing all incoming calls in a
  timely and professional manner
• Delivering a positive and timely response to client
  enquiries
• Taking responsibility for the duties and tasks
  assigned to the role, ensuring that all work is carried out in a timely and
  professional manner
• Maintaining excellent knowledge of IFZA’s products
  and services in order to efficiently address any queries or concerns from
  Professional Partners and Clients
• Maintaining confidentiality of client data ensuring
  no sensitive information is disclosed
• Keep records of all calls in Call Center CRM in a
  comprehensible way
• Meet individual and team qualitative and
  quantitative targets
• Building and maintaining effective working
  relationships whilst promoting the company culture and values
• Performing other job-related duties as assigned by Management

• Minimum of 2 years’ experience as a Call Center
  agent or similar role in the UAE
• Full English proficiency is required
• Additional spoken languages are an advantage
• Excellent verbal and written communication and
  interpersonal skills, and knowledge of telephone etiquette
• Customer-focused and adaptability to different
  personality types
• Ability to multi-task, set priorities, and manage
  time effectively
• Excellent active listening and problem-solving
  skills
• Intermediate compute​r literacy is required e.g., MS
  Office
• Familiarity with CRM systems and practices
  

• International team (over 50 nationalities)
• 24 annual leave days
• Annual flight home
• Life insurance plan
• Medical insurance plan (with the option to upgrade at your own cost)
• Invitations to participate in various company functions, staff events, and department team building events
• Opportunities to learn, develop and grow with the organization
• Being part of a motivated team and Moving-Forward-Company-Culture