Call Center Agent

About the Role: We are seeking a motivated Call Center Agent to join our dynamic customer support team in Dubai. In this role, you will be the first point of contact for our clients, delivering exceptional service across multiple communication channels. You will handle routine inquiries, resolve complaints, and escalate complex issues as needed to ensure customer satisfaction and retention. Responsibilities: Handle inbound and outbound customer interactions via phone, email, and chat Listen actively to customer concerns and provide accurate, timely solutions Manage complaint resolution and escalation processes in accordance with company policies Document customer interactions and maintain detailed records in the CRM system Meet or exceed individual and team performance targets, including response time and customer satisfaction metrics Collaborate with cross-functional teams to address customer issues and improve service delivery Adhere to call center scripts, guidelines, and quality standards Participate in ongoing training to stay updated on product knowledge and customer service best practices Required Qualifications: 1–5 years of experience in a call center or customer support environment Proven ability in complaint and escalation handling (non-technical) Experience providing multi-channel support (phone, email, chat) Excellent verbal and written communication skills in English Strong interpersonal skills with a customer-focused attitude Ability to work in shifts, including weekends and public holidays Legal authorization to work in the UAE Preferred Qualifications: Fluency in Arabic or other regional languages (e.g., Hindi, Urdu) Experience using CRM platforms such as Salesforce, Zendesk, or Freshdesk Bachelor’s degree in Business, Communications, or related field Customer service certification (e.g., COPC, HDI) Familiarity with Dubai’s cultural and business landscape Demonstrated problem-solving and conflict resolution abilities