Call Center Agent

Bateel International; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading customer service provider in Dubai is seeking a Call Centre Agent to enhance customer satisfaction by delivering exceptional service and resolving queries. The ideal candidate will have hospitality experience and strong communication skills. Proficiency in English is essential, while Arabic is preferred. Join our dynamic team and be part of a brand that values quality and service.

Qualifications

• Minimum 1 year of experience in the hospitality industry.
• Proficiency in both verbal and written English.
• Arabic speaker preferred.

Responsibilities

• Provide exceptional customer service through inbound calls.
• Provide solutions to customer queries or complaints.
• Coordinate with the cafe team for timely service.

Skills

Customer service skills

Communication skills

Problem-solving

Active listening

Education

High School Certificates/Diploma

Job description

Call Centre Agent - Dubai, UAE

Reports to: Call Centre Manager

Job Purpose

The Call Centre Agent will endeavor to provide exceptional service to customers via the Bateel Contact Service Centre. They will be a brand ambassador in answering incoming customer calls, taking orders, resolving customer complaints, and providing information on all manner of Bateel products, services and menu.

Key Accountabilities

Customer

• Answers inbound calls with the same courteous and professional telephone manner.
• Is prepared to confidently provide solutions to customer queries or complaints but will elevate issues where appropriate to the duty manager.

Service

• Strives to provide consistent sincere customer service through active listening and understanding.
• Places customer order and accurately inputs orders in the Café till system, adhering to procedures and service policies.
• Coordinates with the cafe team to send products or provide services on time to customers, routing calls to an appropriate resource.
• Follows up with customer’s queries ensuring timely responses by telephone and/or email.

Product knowledge and Selling

• Has full knowledge of local geography/operating areas, all menu and beverage items, ingredients and preparation methods, and stays abreast of new Bateel products and services, participating in training where necessary.
• Can confidently discuss menu items with customers and assist with guests’ queries in an informative and helpful way.
• Uses product knowledge to suggest additional and/or alternatives that meet customer’s needs wherever possible.
• Proactively seeks information about the products, recipes and other food and beverages being served in the Café, including Bateel retail products when applicable.

Administration

Completes call log and produces call reports and all other call-related information according to standard operating procedures.

• Recognises, documents and alerts the supervisor of trends in customer calls.

Continuous Improvement

• Monitors internal communication systems and equipment and escalates problems to on‑duty supervisors.

Due to bulk applications we are receiving only shortlisted candidates will be contacted.

Skills

Experience requirement

• Minimum 1 year of experience in the hospitality industry
• Proficiency in both verbal and written English.
• Arabic speaker preferred.

Qualification and Licenses requirement

• High School Certificates/Diploma