Call Center Agent – Night Shift (Arabic Speaker)

NAFFCO Careers; Dubai; On-site; AED 67,000 - 112,000; Full time

Job summary

NAFFCO Careers seeks an Arabic-speaking Call Center Agent for night shifts to handle customer inquiries and provide professional support overnight. The role involves managing inbound and outbound calls, recording interactions, and delivering high-quality service in line with company procedures.

Responsibilities include resolving issues at the first point of contact when possible, maintaining accurate CRM records, and escalating complex cases as needed.

Qualifications

• Fluent written and spoken Arabic and English is required.
• Experience in call centers or customer service roles is preferred.
• Excellent listening and communication skills with a focus on customer satisfaction.

Responsibilities

• Answer inbound calls and respond to enquiries professionally.
• Provide Arabic and English support according to customer needs.
• Resolve issues at first point of contact where possible.
• Handle complaints and service requests following established procedures.
• Make outbound calls to follow up on enquiries and provide updates.
• Verify customer information and maintain accurate call records in the CRM.

Skills

Bilingual Arabic-English

Call center experience

Customer service skills

Active listening

Tools

CRM software

Ticketing systems

Job description

Job Overview

We are seeking an Arabic-speaking Call Center Agent – Night Shift to handle customer enquiries, provide accurate information and deliver professional support during overnight operating hours. The role involves managing inbound and outbound calls, resolving customer issues, recording interactions and ensuring a positive customer experience in accordance with company procedures and service standards.

Key Responsibilities

• Answer inbound customer calls and respond to enquiries in a professional, courteous and timely manner.


• Provide customer support in Arabic and English according to customer needs and business requirements.


• Understand customer concerns, identify the appropriate solution and resolve issues at the first point of contact where possible.


• Handle complaints, service requests, general enquiries and account-related questions in accordance with established procedures.


• Make outbound calls when required to follow up on enquiries, confirm information or provide customer updates.


• Verify customer information and maintain accurate records of calls, requests, actions and outcomes in the CRM or call centre system.


• Escalate complex, urgent or unresolved matters to the appropriate department or supervisor.


• Maintain confidentiality when handling customer, company and payment-related information.

Requirements

• Fluent written and spoken Arabic and English.


• Previous experience as a Call Center Agent, Customer Service Representative, Contact Centre Advisor, Telephone Operator or similar role is preferred.


• Experience handling customer enquiries, complaints and service requests by telephone.


• Good computer skills and experience using CRM, ticketing, call centre or customer management systems.


• Clear telephone manner, strong listening skills and the ability to communicate information accurately.


• Night Shift Availability