Emirati Call Center Agent Required in Dubai

The Emirati Call Center Agent is responsible for providing exceptional customer service to clients by answering inquiries, resolving complaints, and offering solutions through phone, email, and chat communication channels. As a frontline representative of the company, the Call Center Agent ensures that customers’ concerns are addressed promptly and professionally while maintaining a high level of customer satisfaction. The role requires effective communication, problem-solving abilities, and a strong understanding of the products or services offered by the company.

Key Responsibilities

1. Customer Inquiries and Support

   The primary responsibility of the Emirati Call Center Agent is to respond to customer inquiries, providing accurate and timely information about the company’s products, services, or policies. This includes handling questions related to product features, pricing, billing, and delivery timelines. The agent is expected to offer clear and concise answers while demonstrating patience and understanding toward the customer.

2. Issue Resolution and Problem Solving

   In addition to answering inquiries, the Call Center Agent is responsible for resolving customer complaints and issues. Whether it’s a technical problem, a billing discrepancy, or a service-related concern, the agent must listen carefully, identify the root cause of the issue, and offer a solution. In cases where an issue cannot be resolved immediately, the agent escalates the matter to the appropriate department while ensuring the customer is kept informed throughout the process.

3. Accurate Documentation and Reporting

   The Call Center Agent is responsible for documenting all customer interactions in the company’s CRM system. This includes recording details of the inquiry or issue, the steps taken to resolve it, and any follow-up actions required. Accurate documentation is essential for maintaining a detailed record of customer interactions, which helps the company improve its services and ensures that unresolved issues can be tracked and addressed efficiently.

4. Adherence to Company Policies and Standards

   The Emirati Call Center Agent must adhere to the company’s policies, procedures, and customer service standards. This includes maintaining professionalism during all customer interactions, following company guidelines for handling complaints, and ensuring compliance with data protection and privacy regulations. Agents are also required to meet or exceed performance metrics, such as call handling time and customer satisfaction ratings.

5. Cross-Selling and Up-Selling Opportunities
   

   As part of their role, Call Center Agents may identify opportunities to cross-sell or up-sell additional products or services that meet the customer’s needs. By listening carefully to the customer’s requirements, the agent can recommend products or services that enhance their experience. However, this must be done in a manner that prioritizes customer satisfaction and respects the customer’s preferences.

6. Building Customer Relationships

   Establishing strong, positive relationships with customers is a key part of the Call Center Agent’s role. The agent is often the first point of contact for customers, and their ability to build rapport and communicate effectively has a direct impact on the customer’s perception of the company. A focus on empathy, active listening, and delivering a personalized service helps create a positive customer experience and fosters loyalty.

7. Handling Multiple Communication Channels

   The Emirati Call Center Agent may be required to handle customer inquiries across multiple communication channels, including phone, email, live chat, and social media. The agent must be adaptable and efficient in managing these different channels, ensuring that responses are timely and that the quality of service remains consistent, regardless of the platform used.

8. Continuous Learning and Development

   As part of their role, the Call Center Agent is expected to participate in ongoing training programs to stay up-to-date with the company’s latest products, services, and policies. This ensures that they can provide customers with the most accurate and relevant information. Additionally, agents are encouraged to improve their communication skills and customer service techniques through continuous professional development.

Qualifications and Skills

• High school diploma or equivalent; a degree in a relevant field is an advantage.
• UAE nationality (Emirati) is required for this role.
• Excellent verbal and written communication skills in Arabic and English.
• Strong problem-solving and conflict-resolution abilities.
• Ability to handle high volumes of customer inquiries in a fast-paced environment.
• Experience in a call center or customer service role is preferred.
• Familiarity with CRM systems and customer service software.
• Ability to work flexible hours, including evenings and weekends, if required.

Work Environment
The Emirati Call Center Agent typically works in a call center environment, either from an office or remotely, depending on the company’s setup. The role involves long periods of sitting and handling numerous calls or messages throughout the day. The agent must remain calm and professional while dealing with a wide range of customer issues, maintaining a focus on providing excellent service at all times. The ability to manage stress, work as part of a team, and meet key performance indicators (KPIs) is essential for success in this role.

How to apply:

Send your updated resume to our email or directly reach us at our phone:

Email:  info@dli.ae,  marketing@dli.ae

Phone:  +04 216 0500