Call Center Agent – Sponsored Visa

Tafaseel Group; Dubai; On-site; AED 78,000 - 123,000; Full time

Job summary

Tafaseel Group in Dubai is seeking a motivated Call Center Agent to handle inbound and outbound calls, respond to customer inquiries, and provide timely, professional support in line with Freezone services.

The role requires English proficiency and Arabic language skills, a minimum of 3 years in customer service or call center, and the ability to work under pressure while maintaining high service levels.

Qualifications

• Experience in customer service, admin support, or licensing support.
• Minimum 3 years in customer service or call center.
• Excellent English communication; Arabic required.
• 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.

Responsibilities

• Handle inbound and outbound customer calls efficiently.
• Provide accurate information based on services and regulations.
• Address 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.
• Collaborate with internal teams to resolve customer issues and improve service delivery.

Skills

English communication

Arabic speaker

Problem-solving

Interpersonal skills

Under pressure

Multitasking

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.