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• Estemarat Group (Estemarat Group LLC – Excellence in Every Detail Located in the heart of Dubai, Estemarat Group LLC is committed to delivering world-class solutions tailored to meet the unique needs of businesses across the region.)
• Full Time
• United Arab Emirates Dubai
• USD3500 AED

A Call Center Agent, also known as a customer service representative or contact center agent, plays a critical role in managing inbound and outbound communication between a business and its customers.

These professionals are the frontline of customer interaction, addressing queries, resolving issues, and ensuring a positive experience for clients.

Whether working in a traditional office setting or remotely, call center agents are essential for maintaining strong customer relationships and driving business success.

Key Responsibilities of a Call Center Agent

• Handling Inbound Calls: Agents assist customers with inquiries, complaints, technical issues, or general information about products and services.
• Making Outbound Calls: This includes tasks like telemarketing, lead generation, appointment scheduling, or following up on customer feedback.
• Problem Resolution: Agents troubleshoot issues, escalate complex problems to higher-level support teams, and ensure timely resolutions.
• Data Entry and Record Keeping: Accurate documentation of customer interactions, updates to CRM systems, and maintaining records for future reference.
• Upselling and Cross-Selling: Agents often promote additional products or services that align with customer needs, contributing to revenue growth.
• Providing Exceptional Service: A friendly tone, active listening, and empathy are crucial to delivering a memorable customer experience.

Skills Required for a Successful Call Center Agent

• Excellent Communication Skills: Clear and concise verbal communication is key to understanding and addressing customer needs.
• Problem-Solving Abilities: Quick thinking and resourcefulness help resolve issues efficiently.
• Patience and Empathy: Handling frustrated or upset customers requires calmness and understanding.
• Technical Proficiency: Familiarity with CRM software, ticketing systems, and other tools used in call centers.
• Multitasking Skills: Managing multiple calls, updating records, and adhering to scripts simultaneously is part of the job.

About Call Center Agent job

We are looking for a Call Center Agent to join our customer service team in Dubai.

The ideal candidate will handle inbound and outbound calls, assist customers with inquiries, and provide excellent service to ensure customer satisfaction.

Key Responsibilities:

• Answer inbound customer calls and respond to inquiries professionally.
• Make outbound calls to follow up with customers or conduct surveys.
• Resolve customer complaints and provide appropriate solutions.
• Maintain accurate records of interactions and transactions.
• Meet daily and monthly performance targets.
• Provide product and service information to customers.
• Escalate unresolved issues to the appropriate department.
• Maintain a high level of customer satisfaction through professional communication.
  

Requirements

Qualifications and Skills:

• High school diploma or equivalent; a degree is a plus.
• Previous experience in a call center or customer service role is an advantage.
• Excellent communication skills in English (Arabic is a plus).
• Strong problem-solving and conflict-resolution skills.
• Ability to handle high call volumes and work under pressure.
• Basic computer skills and familiarity with CRM software.
• Willingness to work flexible shifts, including weekends if required.
  

Benefits

Compensation & Benefits:

• Competitive salary plus incentives/commission.
• Health insurance and other benefits as per UAE labor law.
• Career growth opportunities and training programs.
• Paid annual leave and performance-based bonuses.

Benefits found in job post

• Medical insurance