Call Center Agent

IIQAF; Dubai; On-site; AED 66,960 - 78,120; Full time

Benefits offered by this job

Performance-based incentives

Medical insurance

Paid annual leave

Career growth opportunities

Professional training and development

Friendly and multicultural work环境

Job summary

IIQAF Group in Dubai seeks a professional Call Center Agent to join our hospitality team. You will handle inbound and outbound calls, assist guests, process reservations, and ensure a positive guest experience.

The ideal candidate will have excellent communication skills, problem-solving abilities, and experience in call center or hotel reservations. Proficiency in CRM and MS Office is expected; English fluency is essential, additional languages are a plus.

Qualifications

• Minimum high school diploma; a bachelor’s degree is an advantage.
• Experience in a call center, customer service, or guest relations is preferred.
• Excellent English communication, both verbal and written.
• Experience in hospitality-related industries is desirable.
• Proficiency with CRM and MS Office tools is expected.

Responsibilities

• Handle high volumes of inbound and outbound calls.
• Respond to inquiries via phone, email, and live chat.
• Provide information about services, reservations, promotions, and policies.
• Process hotel reservations, modifications, cancellations, and requests.
• Resolve complaints while maintaining satisfaction.
• Maintain accurate customer records in CRM systems.
• Escalate complex issues to supervisors when needed.
• Meet defined call handling and satisfaction targets.
• Coordinate with hotel operations and other departments.
• Promote loyalty programs and offers.
• Maintain confidentiality of customer information.

Skills

Call center experience

Verbal and written English

Multitasking

Problem solving

Education

High school diploma or equivalent

Bachelor's degree (advantage)

Tools

CRM software

Microsoft Office

Job description

Company: IIQAF Group
Location: Dubai, United Arab Emirates
Industry: Hospitality
Employment Type: Full-Time
Salary: AED 6,000 – AED 7,000 per month

Job Summary

IIQAF Group is seeking a professional, customer-focused, and motivated Call Center Agent to join our growing hospitality team in Dubai. The ideal candidate will handle inbound and outbound customer calls, provide exceptional customer service, resolve guest inquiries, process reservations, manage complaints professionally, and ensure every customer receives a positive experience.

This role is ideal for individuals with excellent communication skills, strong problem-solving abilities, and previous experience in a call center, customer support, customer service, hospitality, hotel reservations, or guest relations.

Key Responsibilities

• Handle high volumes of inbound and outbound customer calls professionally.
• Respond to customer inquiries via phone, email, and live chat.
• Provide accurate information about hospitality services, reservations, bookings, promotions, and company policies.
• Process hotel reservations, booking modifications, cancellations, and customer requests.
• Resolve customer complaints efficiently while maintaining excellent customer satisfaction.
• Maintain detailed customer records using CRM software and call center systems.
• Escalate complex customer issues to supervisors when required.
• Follow call center quality assurance standards and service level agreements (SLAs).
• Meet daily, weekly, and monthly call handling and customer satisfaction targets.
• Build positive relationships with guests through outstanding customer support.
• Coordinate with hotel operations, front office, housekeeping, reservations, and other departments.
• Verify customer information and update records accurately.
• Promote company services, loyalty programs, and special hospitality offers.
• Maintain confidentiality of customer information.
• Stay updated on company services, policies, and hospitality industry standards.

Required Qualifications

• High school diploma or equivalent; bachelor's degree is an advantage.
• Previous experience as a Call Center Agent, Customer Service Representative, Customer Support Executive, Contact Center Agent, Guest Service Agent, or Customer Care Executive preferred.
• Experience in the hospitality, hotel, travel, tourism, or customer service industry is highly desirable.
• Excellent verbal and written communication skills in English.
• Additional languages such as Arabic, Hindi, Urdu, or Filipino are an advantage.
• Strong telephone etiquette and active listening skills.
• Excellent interpersonal and conflict-resolution abilities.
• Ability to work under pressure in a fast‑paced call center environment.
• Proficiency in Microsoft Office and CRM software.
• Strong organizational and multitasking skills.
• Flexible to work shifts, weekends, and public holidays.

Benefits

• Performance-based incentives
• Medical insurance
• Paid annual leave
• Career growth opportunities
• Professional training and development
• Friendly and multicultural work environment