Call Center Representative

Confidential; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A customer service provider in Dubai is looking for a Customer Care Agent to deliver high-quality service to customers through various channels. The role involves addressing inquiries and resolving issues, ensuring a positive experience. Candidates should possess excellent communication skills and problem-solving abilities, with a high school diploma and prior experience in customer service preferred. Proficiency in CRM software and MS Office is essential. The agent will act as a crucial point of contact for customer concerns.

Qualifications

• High school diploma or equivalent required; additional education in communication or business is a plus.
• Previous experience in customer service, sales, or a related role preferred.
• Proficiency in MS Office and CRM software essential.

Responsibilities

• Handle incoming customer inquiries and complaints via phone, email, or chat.
• Provide accurate information about products and services.
• Resolve customer issues by troubleshooting or escalating as necessary.

Skills

Excellent verbal and written communication skills

Strong problem-solving abilities

Attention to detail

Ability to handle difficult situations

Proficiency in MS Office and CRM software

Multitasking

Time management skills

Education

High school diploma or equivalent

Tools

CRM software

MS Office

Job description

Overview

The Customer Care Agent is responsible for providing excellent service to customers by addressing inquiries, resolving issues, and ensuring a positive customer experience. This role involves communication via phone, email, or chat, and the agent will be the first point of contact for customer concerns.

Responsibilities

• Customer Support: Handle incoming customer inquiries and complaints via phone, email, or chat in a timely and professional manner.
• Provide accurate information about products, services, and company policies.
• Resolve customer issues by troubleshooting, guiding customers, or escalating as necessary.
• Address and resolve customer complaints, working to find solutions that meet the needs of both the customer and the company.
• Ensure customer satisfaction by offering empathetic and personalized service.
• Product/Service Knowledge: Maintain up-to-date knowledge of company products, services, promotions, and policies to answer customer queries effectively.
• Provide feedback to the management team on common customer issues and suggestions for improvement.
• Documentation: Record all customer interactions and transactions, including inquiries, complaints, and comments, in the CRM system.
• Prepare reports and document customer feedback as required.
• Follow-up: Follow up with customers to ensure that their issues have been resolved and they are satisfied with the solution.
• Track unresolved customer issues and escalate to relevant departments for timely resolution.

Qualifications & Skills

• Education: High school diploma or equivalent (required); additional education in communication or business is a plus.
• Experience: Previous experience in customer service, sales, or a related role (preferred).
• Skills: Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to handle difficult situations and manage customer complaints.
• Proficiency in MS Office and CRM software.
• Multitasking and time management skills.