Call Center Agent – Freezone Experience

tafaseel; Ajman; On-site; AED 56,000 - 89,000; Full time

Job summary

tafaseel in the United Arab Emirates seeks a Call Center Agent with prior Freezone experience to handle inbound and outbound calls, answer inquiries, and provide timely, professional support.

The role emphasizes accurate information, empathy, and collaboration with internal teams, with shifts including weekends if required. Candidates should have English fluency, strong communication, and proficiency in MS Office and CRM systems.

Qualifications

• Proven experience working in a Freezone environment.
• 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.

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.

Skills

Freezone experience

English communication

Problem-solving

CRM familiarity

MS Office

Tools

MS Office

CRM systems

Job description

Job Summary:

We are seeking a highly motivated and customer-oriented Call Center Agent with prior experience in a Freezoneenvironment. 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.