Call Center Agent

Melodica; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Melodica seeks an outbound sales and retention agent to generate enrolments and renewals through proactive telephone outreach. You will manage a defined portfolio, understand customer needs and convert interest into suitable lesson packages while meeting service and performance standards.

Qualifications include experience in a contact centre with outbound sales or renewals, strong spoken and written English, and comfort using CRM systems.

Qualifications

• Experience in a contact centre with outbound sales, customer retention or renewals responsibilities.
• Experience working to KPIs, SLAs and call-quality standards.
• Strong spoken and written English; experience serving European or US customers is advantageous.
• Comfortable using CRM systems and working to scheduled contact-centre shifts.

Responsibilities

• Contact assigned leads or existing customers through approved channels; explain academy services, answer questions and recommend suitable packages.
• For sales portfolios, qualify enquiries, handle objections and arrange trials, appointments or enrolment handovers with branches.
• For retention portfolios, contact customers approaching renewal or considering cancellation; understand their concerns and agree practical next steps.
• Follow up consistently on open opportunities and agreed callbacks; maintain an accurate pipeline and clear next actions.
• Record conversations, customer preferences, outcomes and commitments accurately in the CRM.
• Meet agreed activity, conversion, renewal and quality targets while observing service level agreements and communication standards.
• Coordinate with Front Desk and academy teams to resolve scheduling or service issues; escalations beyond delegated authority.
• Use approved offers and pricing, protect customer information and provide feedback on recurring objections or reasons for withdrawal.

Skills

Outbound sales

Customer retention

Renewals

English proficiency

CRM usage

Tools

CRM software

Job description

Role overview

Generate enrolments and renewals through proactive telephone outreach and effective customer follow-up. Work within an assigned outbound sales or retention portfolio, understanding customer needs and converting interest into appropriate lesson packages while meeting service and performance standards.

Key responsibilities

• Contact assigned leads or existing customers through approved channels; explain academy services, answer questions and recommend suitable packages.


• For sales portfolios, qualify enquiries, handle objections and arrange trials, appointments or enrolment handovers with branches.


• For retention portfolios, contact customers approaching renewal or considering cancellation; understand their concerns and agree practical next steps.


• Follow up consistently on open opportunities and agreed callbacks; maintain an accurate pipeline and clear next actions.


• Record conversations, customer preferences, outcomes and commitments accurately in the CRM or approved tracking system.


• Meet agreed activity, conversion, renewal and quality targets while observing service level agreements and communication standards.


• Coordinate with Front Desk and academy teams to resolve scheduling or service issues; escalations beyond delegated authority.


• Use approved offers and pricing, protect customer information and provide feedback on recurring objections or reasons for withdrawal.

Experience and qualifications

• Experience in a contact centre with outbound sales, customer retention or renewals responsibilities.


• Experience working to KPIs, service level agreements and call-quality standards.


• Strong spoken and written English, with clear telephone communication; experience serving European or US customers is advantageous.


• Comfortable using CRM systems and working to scheduled contact-centre shifts