Client Experience Agent - Call Center

About the role

IFZA Dubai is looking for a Client Experience Agent for its call center. The agent is the first point of contact for clients and partners, setting the first impression of the company. The role suits a committed, responsible and creative person with excellent interpersonal skills who can work well under pressure.

Key responsibilities

• Act as the first point of contact and support the smooth running of the call center.
• Answer and distribute all incoming calls in a timely and professional manner.
• Respond positively and on time to client enquiries.
• Maintain excellent knowledge of IFZA's products and services to handle queries from Professional Partners and Clients.
• Keep client data confidential and record all calls in the call center CRM.
• Meet individual and team qualitative and quantitative targets.
• Build effective working relationships while promoting the company culture and values.
• Perform other duties assigned by management.

Required profile

• At least 2 years' experience as a call center agent or in a similar role in the UAE.
• Full English proficiency; additional spoken languages are an advantage.
• Customer-focused, adaptable to different personality types, and able to multi-task and manage time.
• Excellent active listening and problem-solving skills.

Required skills

• Excellent verbal and written communication and telephone etiquette.
• Intermediate computer literacy, e.g. MS Office.
• Familiarity with CRM systems and practices.

What we offer

• International team of over 50 nationalities.
• 24 annual leave days and annual flight home.
• Life insurance plan and medical insurance plan (upgradeable at your own cost).
• Invitations to company functions, staff events and team-building activities.
• Opportunities to learn, develop and grow within the organization.