Call Center Agent - Freezone Experience

About the role

Tafaseel BPO is looking for a highly motivated, customer-oriented Call Center Agent in Ajman with prior experience in a Freezone environment. The agent handles inbound and outbound calls, answers client questions and provides accurate information and support in a timely and professional way.

Key responsibilities

• Handle inbound and outbound customer calls efficiently and professionally.
• Give accurate, valid and complete information about Freezone services, processes and regulations.
• Address inquiries, concerns and complaints with empathy and professionalism.
• Escalate unresolved issues to the right departments promptly.
• Keep detailed records of interactions, transactions, feedback and complaints.
• Meet performance metrics such as call quality, response time and customer satisfaction.
• Stay up to date with Freezone procedures and policies.
• Work with internal teams to resolve issues and improve service.

Required profile

• Proven experience in a Freezone environment (customer service, administrative or licensing support).
• At least 3 years in a customer service or call center role.
• Excellent English; Arabic is a plus.
• Strong problem-solving and interpersonal skills, able to work under pressure and handle several tasks.
• Flexible to work shifts, including weekends if required.

Required skills

• Proficiency in MS Office and CRM systems.
• Preferred: familiarity with UAE Freezone regulations and experience with business setup, licensing or visa inquiries.