Call Center Agent – Night Shift (Arabic Speaker)

NAFFCO Group; Dubai; On-site; AED 45,000 - 78,000; Full time

Job summary

NAFFCO Group in Dubai is seeking an experienced Call Center Agent to handle inbound and outbound calls, delivering professional Arabic and English support, and resolving inquiries at first contact.

The role requires familiarity with CRM or ticketing systems, strong listening skills, and the ability to work night shifts while maintaining confidentiality and high service standards.

Qualifications

• Fluent written and spoken Arabic and English.
• Previous experience as a Call Center Agent or Customer Service Representative.
• Experience handling telephone-based enquiries and complaints.
• Proficiency with CRM, ticketing, or customer management systems.
• Clear telephone manner and strong listening skills.
• Availability to work the night shift.

Responsibilities

• Answer inbound customer calls and respond to enquiries in a professional and timely manner.
• Provide customer support in Arabic and English.
• Resolve customer concerns and issues at the first point of contact.
• Handle complaints, service requests, and account-related questions.
• Make outbound calls to follow up on enquiries or provide updates.
• Maintain accurate records of interactions in the CRM system.
• Escalate complex or urgent matters to supervisors.
• Maintain confidentiality of customer and company information.

Skills

Arabic & English

Call center experience

CRM experience

Active listening

Night shift

Tools

CRM systems

Ticketing systems

Job description

Responsibilities

• Answer inbound customer calls and respond to enquiries in a professional and timely manner
• Provide customer support in Arabic and English
• Resolve customer concerns and issues at the first point of contact
• Handle complaints, service requests, and account-related questions
• Make outbound calls to follow up on enquiries or provide updates
• Maintain accurate records of interactions in the CRM system
• Escalate complex or urgent matters to supervisors
• Maintain confidentiality of customer and company information

Requirements

• Fluent written and spoken Arabic and English
• Previous experience as a Call Center Agent or Customer Service Representative
• Experience handling telephone-based enquiries and complaints
• Proficiency with CRM, ticketing, or customer management systems
• Clear telephone manner and strong listening skills
• Availability to work the night shift