Call Center Representative

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

Job summary

A leading automotive service provider in Dubai seeks a Call Center Representative on a 6-month contract. Responsibilities include managing inbound and outbound calls, coordinating service bookings, and providing administrative support. Candidates should have a high school diploma and 1-2 years of customer service experience. Fluency in English and Arabic is necessary. This role offers a chance to develop personal and professional skills in a dynamic environment.

Qualifications

• 1–2 years of contact center or customer service experience.
• Ability to handle administrative duties efficiently.
• Strong communication skills in English and Arabic.

Responsibilities

• Handle inbound and outbound calls professionally.
• Manage service bookings and customer inquiries.
• Maintain database accuracy and perform administrative tasks.
• Monitor call performance metrics and ensure customer satisfaction.
• Participate in personal and professional development.

Skills

English fluency

Arabic fluency

Customer service experience

Education

High school diploma

Job description

Call Center Representative

Dubai, United Arab Emirates

6-month Contract

About the Company

Our client is the exclusive dealer for Audi, Porsche, and Volkswagen in Dubai and the Northern Emirates.

About the Role

A Call Center Representative is responsible for handling inbound/outbound calls, managing service booking scripts, logging calls, providing administrative support, maintaining database systems, and performance reporting.

Duties and Responsibilities

1. Handling Inbound and Outbound Calls

• Answer incoming calls promptly (ideally within 3 rings) and professionally; transfer or take clear messages when needed.
• Make callback calls—for example, to book service appointments—ensuring customer requests are fulfilled within agreed timelines.
• Log all calls, manage callbacks, and compile a daily call-back monitoring report for management review and root-cause analysis.
• Record new sales inquiries, assigning them to Sales Consultants according to availability.

2. Service Bookings & Workshop Coordination

• Follow a standardized service booking script to prepare appointments.
• Allocate workshop load efficiently using the dealer management system (DMS), in line with capacity planning.

3. Database Management & Admin Support

• Handle basic administrative duties such as preparing service T‑cards or inputting customer details post-invoicing.
• Input and update customer and vehicle information in the DMS—creating new records and maintaining data accuracy.

4. Performance & Key Performance Indicators (KPIs)

• Aim for fast response times, accuracy in addressing requests, and high customer satisfaction.
• Monitor abandoned call percentages and manage them within targets.

5. Personal and Professional Development

• Participate in training and identify areas for skill improvement.
• Attend regular staff meetings and annual appraisals to discuss feedback, process enhancements, or cost-saving ideas.

What are we looking for?

• High school diploma
• 1–2 years of contact center or customer service experience.
• Speaks English and Arabic fluently