Call Center Agent – Freezone Experience

Tafaseel BPO; Ajman; On-site; AED 60,000 - 80,000; Full time

Job summary

A customer service solutions provider in Ajman is seeking a highly motivated Call Center Agent. The successful candidate will handle inbound and outbound calls, provide customer support, and maintain detailed records of interactions. Prior experience in a Freezone environment and excellent communication skills in English are required. This role involves collaborating with internal teams to address customer inquiries effectively.

Qualifications

• Minimum of 3 years in a customer service or call center role.
• Proven experience working in a Freezone environment.
• Strong problem-solving and interpersonal skills.

Responsibilities

• Handle inbound and outbound customer calls efficiently.
• Provide accurate information on Freezone services.
• Address customer inquiries with empathy and professionalism.

Skills

Customer service experience

Communication skills in English

Problem-solving skills

Interpersonal skills

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.