Call Center Agent – Sponsored Visa

tafaseel; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

tafaseel is seeking a Call Center Agent to handle inbound and outbound calls, respond to inquiries, and offer accurate information with professionalism. You will work with Freezone services, policies, and updates to ensure customers receive timely support.

The role requires strong English and Arabic communication, problem-solving, and the ability to multitask under pressure while maintaining records and collaborating with internal teams.

Qualifications

• Minimum 3 years in customer service or call center.
• Excellent English; Arabic required.
• Strong problem-solving and interpersonal skills.
• Ability to work under pressure and manage multiple tasks.
• Proficient in MS Office and CRM systems.

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

English

Arabic

Communication

Interpersonal skills

Problem solving

Multitasking

Customer service

Under pressure

Tools

MS Office

CRM systems

Job description

Job Summary:

We are seeking a highly motivated and customer-oriented Call Center Agent. 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 roles such as customer service, administrative support, or licensing support.

• Minimum of 3 years in a customer service or call center role.

• Excellent communication skills in English; Arabic speaker is required (additional languages are a plus).

• Strong problem-solving and interpersonal skills.

• Ability to work under pressure and manage multiple tasks efficiently.

• Proficient in MS Office and CRM systems.

• Flexible to work shifts, including weekends if required.