Client Experience Agent - Call Center

IFZA; Dubai; On-site; AED 67,000 - 100,000; Full time

Benefits offered by this job

International team

24 annual leave days

Annual flight home

Life insurance

Medical insurance

Staff events

Professional development opportunities

Moving-Forward-Company-Culture

Job summary

IFZA is seeking a Client Experience Agent – Call Center in Dubai to be the first point of contact and set a strong initial impression. You will handle inquiries, guide clients through products and services, and ensure a high-quality experience across channels.

The ideal candidate has at least 2 years of UAE call center experience, excellent English, and outstanding communication and multi-tasking abilities. Join a dynamic, multilingual team committed to service excellence.

Qualifications

• Minimum of 2 years’ experience as a Call Center agent or similar role in the UAE.
• Full English proficiency is required.
• Excellent verbal and written communication and interpersonal skills.
• Ability to multi-task, set priorities, and manage time effectively.
• Familiarity with CRM systems and practices.

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

Skills

Call Center

English Proficiency

Interpersonal Skills

Communication

Multitasking

Time Management

MS Office

CRM Systems

Telephone Etiquette

Tools

CRM Systems

MS Office

Job description

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.

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

Requirements

• 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

Benefits

• International team (over 50 nationalities)
• 24 annual leave days
• Annual flight home
• Life insurance plan
• Medical insurance plan (with the option to upgrade at your own cost)
• Invitations to participate in various company functions, staff events, and department team building events
• Opportunities to learn, develop and grow with the organization
• Being part of a motivated team and Moving-Forward-Company-Culture