Call Center

Emirates Park Zoo; Abu Dhabi; On-site; AED 33,480 - 55,800; Full time

Job summary

Emirates Park Zoo is seeking a Call Center Executive to serve as the first point of contact for our visitors. The role involves managing inquiries, bookings, and customer service. Candidates should have experience in call centers or customer service, strong communication skills, and the ability to multitask effectively.

Qualifications

• 1–2 years of experience in a call centre or customer service role.
• Strong verbal communication and active listening skills.
• Ability to communicate fluently in English; Arabic is a plus.

Responsibilities

• Handle inbound and outbound calls, providing accurate information.
• Resolve customer inquiries and complaints professionally.
• Support lead tracking and conversion.

Skills

Verbal communication

Active listening

Organizational skills

Multitasking

Attention to detail

Education

High school diploma or relevant certification

Job description

The Call Center Executive is the first point of contact for inbound and outbound calls related to general inquiries, group bookings, VIP experiences, schools, camps, corporate visits, and social media inquiries’ responses. The role is essential in guiding potential customers, capturing leads, and supporting the sales team in converting inquiries into confirmed bookings, while delivering excellent customer service.

Job Responsibilities :

• Inbound & Outbound Call Handling
• Answer all incoming calls promptly and professionally, providing accurate information about offerings, tickets, and promotions.
• Make outbound calls to follow up on leads, incomplete bookings, or past group visits.
• Log all calls and interactions in the CRM system.
• Respond to and resolve all inquiries coming from social media platforms in a timely and professional manner.
• Identify potential leads and refer them to the appropriate sales executive for follow-ups.
• Qualify prospects by understanding their needs and suggesting appropriate packages or experiences.
• Support the booking process by collecting client information and ensuring smooth handover.

3. Customer Service & Issue Resolution

• Monitor, respond to, and engage with followers and customer inquiries in a timely and brand-appropriate manner.
• Handle customer inquiries, concerns, and complaints with professionalism and care.
• Provide solutions or escalate complex issues to the Sales Manager or relevant departments as needed.
• Maintain a friendly and positive tone to reflect the corporate image.
• Work closely with the sales team to support lead tracking, feedback collection, and daily reporting.
• Share common queries and feedback from customers to improve scripts, FAQs, and service delivery.

Participate in call quality reviews and ongoing training sessions

Requirements

Education

High school diploma or relevant certification (a diploma in communications or hospitality is a plus)

Experience :

• 1–2 years of experience in a call centre or customer service role
• Excellent verbal communication and active listening skills
• Strong organizational skills and attention to detail
• Ability to multitask and remain calm under pressure
• Familiarity with CRM systems and phone handling protocols

Ability to communicate fluently in English, Arabic is a plus

• Digital platforms and social media reviews score
• Number of calls handled and response time
• Conversion rate of leads to qualified prospects
• Accuracy in data entry and lead recording
• Customer satisfaction and call resolution scores

Support in achieving visitor number and revenue targets

• Excellent communication and relationship-building abilities.
• Strong multitasking, time management, and problem-solving skills.
• Detail-oriented
• Team player with adaptability and stress management.
• Integrity and confidentiality in handling sensitive information.

Proactive approach to process improvement and staying current with Sales practices