Call Center Executive

Meraki Group; Dubai; On-site; AED 39,000 - 78,000; Full time

Job summary

Meraki Education in Dubai seeks customer-focused call center agents to support admissions inquiries from families, handle inquiries, resolve issues, and ensure parent satisfaction while following policies.

You will manage inbound and outbound calls, provide information about the school, update CRM, and escalate complex cases. The role requires a Bachelor's degree and strong English communication, with shifts for an international audience.

Qualifications

• Bachelor's degree required.
• Prior call center or customer service experience is helpful but not required.
• Excellent English communication skills.
• Strong listening and problem-solving abilities.
• Ability to stay calm under pressure with difficult parents.
• Basic computer knowledge and familiarity with CRM tools.

Responsibilities

• Answer inbound calls from families promptly and professionally.
• Make outbound calls to new leads and follow up with existing parents.
• Handle inquiries, complaints, and requests with accuracy and empathy.
• Provide detailed information about the school, processes and events.
• Record and update details of all interactions in the CRM.
• Escalate complex issues to senior team members as needed.
• Aim to meet daily/weekly/monthly call targets.
• Maintain a positive, professional tone in all interactions.
• Follow call scripts, quality standards and compliance guidelines.

Skills

Excellent English communication

Active listening

Problem-solving abilities

Education

Bachelor's degree

Tools

CRM tools

MS Office

Job description

Meraki Education is looking for enthusiastic and customer-oriented individuals to join our call center team. The role involves handling inbound and/or outbound calls, assisting families interested in admissions at our school, with their queries, resolving issues, and ensuring parent satisfaction while following company policies and procedures.

Key Responsibilities

• Answer inbound calls from families promptly and professionally
• Make outbound calls towards new leads, follow-ups to existing parents, collecting feedback from existing parents.
• Handle parent inquiries, complaints, and requests with accuracy and empathy
• Provide detailed information about the school, its processes & upcoming events/ activities
• Record & update details of all interactions in the CRM
• Escalate complex issues to senior team members & refer cases to specific teams depending on case history.
• Achieve daily/weekly/monthly call handling and performance targets
• Maintain a positive, professional, and courteous tone during all customer interactions
• Follow call scripts, quality standards, and compliance guidelines

Requirements

• Bachelor's degree is a must
• Prior customer service or call center experience is an advantage but not mandatory
• Excellent English communication Skills
• Active listening and problem-solving abilities
• Ability to remain calm under pressure and handle difficult parents
• Basic computer knowledge and familiarity with MS Office/CRM tools
• Flexible working in shifts for an international location