Call Center Agent - Freezone experience

Tafaseel Group; Ajman; On-site; AED 61,000 - 95,000; Full time

Job summary

Tafaseel Group is seeking a highly motivated Call Center Agent with Freezone experience. You will handle inbound and outbound calls, respond to inquiries, and provide accurate information and support in a timely, professional manner.

Ideal candidates have a minimum of 3 years in customer service or call centers, strong English communication, and proficiency with MS Office and CRM systems. Weekend shifts may be required in a fast-paced environment.

Qualifications

• Proven experience in a Freezone environment (customer service, administrative, or licensing support)
• Minimum of 3 years in a customer service or call center role
• Excellent communication skills in English (Arabic a plus)
• Strong problem-solving and interpersonal skills
• MS Office and CRM systems proficiency
• Flexibility to work shifts, including weekends if required

Responsibilities

• Handle inbound and outbound customer calls efficiently and professionally.
• Provide accurate, valid, and complete information to clients based on Freezone services, processes, and regulations.
• Address customer inquiries, concerns, and complaints with empathy and professionalism.
• Escalate unresolved issues to the appropriate departments in a timely manner.
• Maintain detailed records of customer interactions, transactions, feedback, and complaints.
• Meet performance metrics including call quality, response time, and customer satisfaction.
• Stay up-to-date with Freezone procedures, policies, and updates to ensure accurate communication with clients.
• Collaborate with internal teams to resolve customer issues and improve service delivery.

Job description

Job Summary

We are seeking a highly motivated and customer-oriented Call Center Agent with prior experience in a Freezone environment. The ideal candidate will be responsible for handling inbound and outbound calls, responding to customer inquiries, and providing accurate information and support in a timely and professional manner.

Key Responsibilities

• Handle inbound and outbound customer calls efficiently and professionally.
• Provide accurate, valid, and complete information to clients based on the Freezone's services, processes, and regulations.
• Address customer inquiries, concerns, and complaints with empathy and professionalism.
• Escalate unresolved issues to the appropriate departments in a timely manner.
• Maintain detailed records of customer interactions, transactions, feedback, and complaints.
• Meet performance metrics including call quality, response time, and customer satisfaction.
• Stay up-to-date with Freezone procedures, policies, and updates to ensure accurate communication with clients.
• Collaborate with internal teams to resolve customer issues and improve service delivery.

Requirements

• Proven experience working in a Freezone environment (e.g., customer service, administrative, or licensing support roles).
• Minimum of 3 years in a customer service or call center role.
• Excellent communication skills in English (Arabic is a plus).
• Strong problem-solving and interpersonal skills.
• Ability to work under pressure and manage multiple tasks.
• Proficient in MS Office and CRM systems.
• Flexible to work shifts, including weekends if required.

Preferred Qualifications

• Familiarity with UAE Freezone regulations and services.
• Experience handling inquiries related to business setup, licensing, or visa processes in Freezones.
• Multilingual capabilities are a plus.