Call Center Client Experience Agent IFZA Dubai

IFZA is seeking a qualified and experienced Call Center Client Experience Agent who will revolve 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 of Call Center Client Experience Agent

• 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.
• 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.
• 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.

Eligibility Requirements

The eligibility requirements for role of Call Center Client Experience Agent are as under:

• Bachelor’s degree in business administration, communications, or a related field.
• Minimum of 2 years’ experience as a Call Center agent or similar role in the UAE.

Skills & Knowledge Desired

• Full English proficiency.
• 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 i.g., MS Office.
• Familiarity with CRM systems and practices.

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