Call Center Representative

As part of our ongoing Emiratization projects, GAL is recruiting for a number of Call Centre Executives to work across UAE. In this role you will act as the first point of contact for customers, handling a high volume of inbound and outbound calls, responding to queries, and providing timely support and information.

This role is open for UAE Nationals only

Minimum Qualification:

1. Academic Qualification: High School
2. Additional Requirements: Fluent Arabic & English

Desired Candidate Profile:

1. Work Experience: 0-2 years of experience working in a similar role
2. Excellent communication and interpersonal skills, with a focus on teamwork and collaboration.
3. Strong problem-solving abilities and attention to detail.
4. Comfortable using computers, telephony systems, and CRM software.
5. Ability to work in a fast-paced, target-driven environment.
6. Flexible with working hours, including potential evenings or weekends, depending on operational needs.
7. Team player with a proactive and adaptable approach.

Duties & Responsibilities:

1. Handle inbound and outbound telephone calls in a professional and efficient manner.
2. Respond to customer inquiries, resolve issues, and provide accurate information regarding products, services, or policies.
3. Record all customer interactions and outcomes accurately using internal systems and CRM tools.
4. Escalate complex or unresolved issues to the appropriate department or supervisor.
5. Meet daily and weekly performance targets related to call handling, response times, and customer satisfaction.
6. Maintain up-to-date knowledge of company offerings and procedures.
7. Support other departments with communication tasks when needed (e.g., email handling, live chat, or text services).
8. Uphold a positive and empathetic attitude toward all customer interactions.
9. Follow communication scripts and guidelines as necessary.