Call Center Agent – Night Shift (Arabic Speaker)

NAFFCO; Dubai; On-site; AED 67,000 - 100,000; Full time

Job summary

NAFFCO Careers in Dubai seeks an Arabic-speaking Call Center Agent – Night Shift to handle customer enquiries, provide accurate information and deliver professional support during overnight hours.

The role involves handling inbound and outbound calls, resolving issues at the first point of contact where possible, recording interactions in the CRM, upholding confidentiality, and following company service standards.

Qualifications

• Fluent written and spoken Arabic and English.
• Experience in call center or customer service roles preferred.
• Experience handling inquiries, complaints by telephone.
• Good computer skills and CRM experience.
• Night shift availability.

Responsibilities

• Answer inbound calls and respond to enquiries promptly.
• Provide customer support in Arabic and English.
• Resolve issues at first contact where possible.
• Handle complaints and service requests per procedures.
• Make outbound calls to follow up on enquiries.
• Verify customer information and record interactions in CRM.
• Escalate complex matters to supervisor.
• Maintain confidentiality of information.

Skills

Arabic language

English language

Night shift

Tools

CRM 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