Client Experience Agent - Call Center

International Free Zone Authority | IFZA; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading free zone authority in UAE seeks a Call Center Agent to provide excellent service and support. Responsibilities include answering calls, handling inquiries, and maintaining customer data confidentiality. The ideal candidate has at least 2 years of experience in a similar role, exceptional communication skills, and proficiency in English. Benefits include annual leave days, life and medical insurance, and opportunities for professional growth.

Benefits

24 annual leave days

Annual flight home

Life insurance plan

Medical insurance plan

Opportunities to learn and develop

Participation in company events

Qualifications

• Minimum of 2 years’ experience as a Call Center agent or similar role in the UAE.
• Full English proficiency; additional languages are an advantage.
• Excellent interpersonal skills and knowledge of telephone etiquette.
• Ability to multi-task and manage time effectively.

Responsibilities

• Act as a first point of contact, ensuring excellent first impressions.
• Support the smooth running of the Call Center operation.
• Answer and distribute incoming calls professionally.
• Maintain client data confidentiality in all interactions.
• Meet individual and team qualitative and quantitative targets.

Skills

Customer-focused

Excellent verbal and written communication

Problem-solving skills

Active listening

Adaptability to different personality types

Tools

CRM systems

MS Office

Job description

Overview

About IFZA Dubai is the most dynamic and truly international Free Zone Community in the UAE, optimizing the country's strategic location and world-class infrastructure. We provide easy, reliable, and fast company formation services through our network of Professional Partners and Government Authorities.

Responsibilities

• Acting as a first point of contact and establishing the first impression of IFZA.
• 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 to efficiently address queries or concerns from Professional Partners and Clients.
• Maintaining confidentiality of client data, ensuring no sensitive information is disclosed.
• Keeping records of all calls in Call Center CRM in a comprehensible way.
• Meeting individual and team qualitative and quantitative targets.
• Building and maintaining effective working relationships while 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 with 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 (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.