Call Center - Client Experience Agent

IFZA Dubai; Dubai; On-site; AED 45,000 - 73,000; Full time

Job summary

IFZA Dubai is seeking a Client Experience Agent to be the first point of contact with clients, delivering exceptional service in a fast-paced Call Center environment.

You will handle calls efficiently, respond to inquiries, and maintain product knowledge to resolve questions. Strong English skills, CRM familiarity, and a client-focused mindset are essential for success in this role.

Qualifications

• Minimum of 2 years' experience as a Call Center agent in the UAE.
• Full English proficiency is required.
• Additional spoken languages are an advantage.
• Excellent verbal and written communication and interpersonal skills.
• Customer-focused with strong time management and multitasking ability.
• Familiarity with CRM systems and MS Office.

Responsibilities

• Acting as a first point of contact.
• Supporting the smooth running of IFZA Call Center, delivering client experience at the highest level.
• Answering and distributing all incoming calls in a timely and professional manner.
• Delivering a positive and timely response to client enquiries.
• Maintaining knowledge of IFZA products and services to address queries.
• Keep records of all calls in Call Center CRM in a comprehensible way.
• Meet individual and team qualitative and quantitative targets.
• Build and maintain effective working relationships while promoting company culture and values.

Skills

Call center experience

English proficiency

Communication skills

Interpersonal skills

CRM familiarity

MS Office

Tools

CRM systems

Job description

Job Overview

The role of a Client Experience Agent - Call Center revolves around being the first point of contact, and thus, establishing the first impression of IFZA. The ideal candidate must be a highly committed, responsible, and creative individual with excellent interpersonal skills and the ability to work well under pressure.

Key Responsibilities

• Acting as a first point of contact
• Supporting the smooth running of IFZA Call Center, where all aspects of the client experience are delivered to the highest level
• Answering and distributing all incoming calls in a timely and professional manner
• Delivering a positive and timely response to client enquiries
• Taking responsibility for the duties and tasks assigned to the role, ensuring that all work is carried out in a timely and professional manner
• Maintaining excellent knowledge of IFZA's products and services in order to efficiently address any queries or concerns from Professional Partners and Clients
• Maintaining confidentiality of client data ensuring no sensitive information is disclosed
• Keep records of all calls in Call Center CRM in a comprehensible way
• Meet individual and team qualitative and quantitative targets
• Building and maintaining effective working relationships whilst promoting the company culture and values
• Performing other job-related duties as assigned by Management

Qualifications & Skills

• Minimum of 2 years' experience as a Call Center agent or similar role in the UAE
• Full English proficiency is required
• Additional spoken languages are an advantage
• Excellent verbal and written communication and interpersonal skills, and knowledge of telephone etiquette
• Customer-focused and adaptability to different personality types
• Ability to multi-task, set priorities, and manage time effectively
• Excellent active listening and problem-solving skills
• Intermediate computer literacy is required e.g., MS Office
• Familiarity with CRM systems and practices