Call Center Agent

Client of Sensate Talent; Dubai; On-site; AED 33,000 - 56,000; Full time

Job summary

Client of Sensate Talent in Dubai seeks a customer service representative to handle inbound and outbound calls, emails, and inquiries with professionalism. You will provide product information, resolve issues, and document interactions in the CRM.

The role emphasizes meeting performance metrics, adhering to SLAs, and maintaining confidentiality while collaborating with multiple departments. Prior experience in call centers and English proficiency are preferred.

Qualifications

• Experience handling inbound and outbound calls.
• Knowledge of CRM platforms and call-management systems.
• Sales upselling, lead-generation or appointment-setting experience.
• Familiarity with SLAs, call-quality standards, and escalation processes.
• High school diploma or equivalent; customer service training is an advantage.

Responsibilities

• Answer inbound calls, emails and other customer enquiries professionally and promptly.
• Make outbound calls for follow-ups, surveys, appointments or sales activities where required.
• Provide accurate information about products, services, policies and procedures.
• Resolve customer concerns efficiently, escalating complex cases as needed.
• Record all interactions, enquiries and resolutions in the CRM or call-management system.
• Follow scripts, quality standards and policies while keeping conversations natural and helpful.
• Meet individual performance targets including call handling time, CSAT, quality scores and attendance.
• Maintain customer confidentiality and handle sensitive information responsibly.
• Work with supervisors and other departments to resolve enquiries within agreed timelines.
• Stay updated on products, promotions, systems and service procedures.

Skills

Inbound/Outbound calls

CRM platforms

Upselling / Lead generation

SLA / Call quality standards

High school diploma

Call center experience

English communication

Listening / Problem-solving

Computer proficiency

Multitasking under pressure

Empathetic customer attitude

Education

High school diploma or equivalent

Tools

CRM software

Microsoft Office

Telephone systems

Call-management system

Job description

• Answer inbound calls emails and other customer enquiries professionally and promptly


• Make outbound calls for follow-ups customer support surveys appointments or sales activities where required


• Provide accurate information about products services policies and procedures


• Resolve customer concerns efficiently escalating complex cases to the appropriate team when needed


• Record all interactions enquiries and resolutions accurately in the CRM or call-management system


• Follow call scripts quality standards and company policies while keeping conversations natural and helpful


• Meet individual performance targets including call handling time customer satisfaction quality scores and attendance


• Maintain customer confidentiality and handle sensitive information responsibly


• Work closely with supervisors and other departments to ensure enquiries are resolved within agreed timelines


• Stay updated on company products promotions systems and service procedures

Preferred Skills

• Experience handling both inbound and outbound calls


• Knowledge of CRM platforms


• Sales upselling lead-generation or appointment-setting experience


• Familiarity with service-level agreements call-quality standards and escalation processes


• High school diploma or equivalent; additional customer service training is an advantage


• Previous experience in a call center, customer service, sales, or a client-facing role is preferred


• Excellent verbal communication skills in English; additional languages are an advantage


• Strong listening, problem-solving, and conflict-resolution skills


• Comfortable using computers, CRM systems, telephone systems, and Microsoft Office applications


• Ability to multitask, work under pressure, and manage a high volume of calls


• Professional, patient, empathetic, and customer-oriented attitude