Call Center Agent

AWJ; Dubai; On-site; AED 67,000 - 100,000; Full time

Job summary

AWJ is seeking a Call Center Agent to handle calls, address inquiries, and resolve issues while delivering exceptional service in a fast-paced environment. You will use product knowledge and CRM tools to assist customers and guide them to suitable solutions.

The role requires strong communication, listening, and typing skills, and a customer-focused mindset. Candidates should be comfortable working in a multicultural setting and adhering to company policies.

Qualifications

• Minimum high school academic.
• Experience minimum 1-year similar position.
• Attention to detail and exceptional customer service, active listening, and verbal and written communication.
• Proficiency with computers, especially CRM software, and strong typing skills.
• Ability to work in a multicultural environment and collaborate with the team.
• Understanding of job requirements and taking responsibility.
• Adaptability, teamwork, and multitasking.

Responsibilities

• Answering or making calls to learn about and address customer needs or issues.
• Responding efficiently and accurately to callers, explaining possible solutions.
• Engaging in active listening, confirming information, and diffusing tense situations.
• Building lasting relationships with clients and team members.
• Utilizing CRM software, databases, scripts, and tools as needed.
• Striving to meet or exceed call center metrics while delivering excellent service.
• Making sales or recommendations for products or services that fit client needs.
• Participating in training and continuous learning opportunities.
• Adhering to all company policies and procedures.

Skills

Active listening

Customer service

Verbal communication

Written communication

Phone voice

Typing

Adaptability

Teamwork

Multitasking

Attention to detail

Education

High school diploma

Tools

CRM software

Job description

Call Center Agent use their knowledge of company products, services, and policies to assist callers with orders, inquiries, complaints, or problems. They speak with customers, listen to them gain a better understanding of their needs, and offer possible solutions.

Key Result AreasPerformance Indicators

Answering or making calls to clients to learn about and address their needs, complaints, or other issues with their orders or services.Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.Building lasting relationships with clients and other call center team members based on trust and reliability.Utilizing software, databases, scripts, and tools appropriately.Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.Making sales or recommendations for products or services that may better suit client needs.Taking part in training and other learning opportunities to expand knowledge of company and position.Adhering to all company policies and procedures.

Specifications (Qualifications, Experience, and Skills)

Minimum high school academic.Experience minimum 1-year similar position.Attention to detailExceptional customer service, active listening, and verbal and written communication skills, professional phone voiceUnderstanding of company products, services, and policiesProficiency with computers, especially with CRM software, and strong typing skillsPositive, dynamic, creative, and dedicated team player with the ability to work in a multicultural environment and under difficult condition, while possessing following additional competencies.Understanding the Job requirement.Taking Responsibility.Adaptability.Teamwork.Multitasking.