Call Centre Agent
Role Overview
Handle customer calls and inquiries, provide product and service information, resolve complaints, and support customer satisfaction.
The role requires communication skills, a customer-focused attitude, and efficient work in a fast-paced environment.
Key Skills for This Role
Full Job Posting
Role overview
Handle customer calls and inquiries, provide product and service information, resolve complaints, and support customer satisfaction.
The role requires communication skills, a customer-focused attitude, and efficient work in a fast-paced environment.
Responsibilities
- Handle inbound and outbound calls and respond to product, service, billing, and account inquiries.
- Provide accurate information, resolve issues, and escalate complex complaints appropriately.
- Record interactions and resolutions in CRM or call-management systems.
- Follow policies and quality standards, and meet call-handling, satisfaction, and service targets.
- Follow up with customers and coordinate with departments to resolve concerns.
- Protect customer confidentiality and sensitive information.
Qualifications and requirements
- High school diploma or equivalent; a relevant diploma or degree is an advantage.
- Previous call-center or customer-service experience is preferred.
- Excellent verbal communication and active listening; good command of English.
- Additional languages are an advantage.
- Basic computer skills and familiarity with CRM systems.
- Problem-solving, conflict resolution, multitasking, and ability to work under pressure.
- Professional, patient, customer-oriented approach.
- Willingness to work flexible shifts, weekends, or public holidays when required.
Key skills and measures
- Customer service, relationship management, complaint handling, and conflict resolution.
- Time management, multitasking, teamwork, adaptability, attention to detail, data entry, and record keeping.
- Performance measures include customer satisfaction, first-call resolution, average handling time, call quality, compliance, response, attendance, complaint resolution, and productivity targets.
Compensation
- Pay starts at AED 5,000 per month.
Workplace
- Work location is in person.
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