Call Centre Agent

Job Summary

The Call Center Agent is responsible for handling incoming and outgoing customer calls, responding to customer inquiries, providing accurate information about products and services, resolving complaints, and ensuring a high level of customer satisfaction. The role requires excellent communication skills, a customer-focused attitude, and the ability to work efficiently in a fast-paced environment.

Key Responsibilities

• Handle inbound and outbound calls professionally and efficiently.
• Respond to customer inquiries regarding products, services, billing, and account information.
• Provide accurate information and resolve customer issues promptly.
• Listen actively to customers and identify their needs and concerns.
• Handle complaints professionally and escalate complex issues to the appropriate department.
• Record customer interactions, inquiries, and resolutions in the CRM or call management system.
• Follow company policies, procedures, and quality standards.
• Meet performance targets, including call handling time, customer satisfaction, and service quality.
• Follow up with customers when necessary to ensure issues are resolved.
• Maintain customer confidentiality and protect sensitive information.
• Coordinate with other departments to ensure timely resolution of customer concerns.

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 skills.
• Good command of English; additional languages are an advantage.
• Basic computer skills and familiarity with CRM systems.
• Strong problem-solving and conflict-resolution abilities.
• Ability to multitask and work under pressure.
• Professional attitude, patience, and a customer-oriented mindset.
• Willingness to work flexible shifts, weekends, or public holidays when required.

Key Skills

• Customer service and relationship management
• Verbal communication and active listening
• Problem-solving and complaint handling
• Time management and multitasking
• Data entry and record keeping
• Teamwork and adaptability
• Attention to detail
• Conflict resolution

Performance Indicators (KPIs)

• Customer satisfaction score (CSAT)
• First-call resolution rate (FCR)
• Average handling time (AHT)
• Call quality and compliance scores
• Call response and attendance rates
• Customer complaint resolution rate
• Productivity and achievement of assigned targets

Pay: From AED5,000.00 per month

Work Location: In person