Contact Center Representative - Arabic Speakers

About the role

An experienced contact center representative fluent in Arabic is sought to join a customer service team in Dubai. The role handles high-volume inbound and outbound calls, delivers non-technical support and acts as the voice of the company by resolving inquiries and keeping customer satisfaction high.

Key responsibilities

• Handle inbound and outbound calls from Arabic-speaking customers professionally and empathetically
• Answer general inquiries about products, services and policies in Arabic and English
• Diagnose and resolve customer issues or escalate them to the right department
• Log all interactions and keep accurate records in the CRM system
• Meet or exceed performance metrics such as call quality, resolution time and customer satisfaction scores
• Follow company policies, procedures and regulatory requirements
• Work with cross-functional teams so customer feedback improves service

Required profile

• 4-6 years of experience as a call center agent, contact center representative or customer service specialist
• Native or near-native Arabic and professional English
• Proven non-technical customer service over the phone, strong communication and conflict-resolution skills
• Familiarity with contact center processes, KPIs and CRM systems
• Flexible shifts, including evenings, weekends and public holidays
• Valid UAE work permit or residency status

Preferred qualifications

• CRM experience such as Salesforce or Zendesk
• Additional languages such as Urdu or Hindi
• Bachelor's degree in Business, Communications or a related field
• Exposure to banking, telecom or e-commerce, and knowledge of GCC market dynamics
• Basic understanding of quality monitoring and call scoring