Call Center Agent ( Bilingual )

Role overview

Responsibilities

• Handle high volumes of inbound and outbound calls professionally.
• Resolve complex issues quickly and accurately, supporting first-call resolution and customer satisfaction.
• Communicate through telephone, email, and online chat.
• Meet call-handling, customer-satisfaction, and resolution metrics.
• Anticipate customer needs and proactively provide solutions.
• Contribute process-improvement ideas and team strategy discussions.
• Follow company policies, procedures, and regulatory requirements.

Requirements and qualifications

• Fluent English and Arabic required.
• At least two years in a high-volume call center or customer service environment, with a record of exceeding performance targets.
• Advanced CRM and call center technology proficiency; professional customer service or call center operations certification required.
• Able to work shifts; high school degree or equivalent.
• PC skills for Windows applications, including Microsoft Word, Excel, and email.
• Knowledge of contact center and airline industry procedures and methodology.
• Strong communication, problem-solving, and critical-thinking skills; able to remain composed under pressure.
• Empathy, listening skills, and familiarity with IVR systems.

Work location

• Work location is in person.

Pay

• Pay is AED 3,000–3,500 per month.