Call Center Agent (Sponsored Visa)

About the role

Tafaseel BPO is looking for a highly motivated, customer-oriented Call Center Agent in Dubai. The agent handles inbound and outbound calls, answers client questions and gives accurate information and support about Freezone services, processes and regulations. The position is sponsored visa and is full time.

Key responsibilities

• Handle inbound and outbound customer calls efficiently and professionally.
• Give accurate, valid and complete information on Freezone services, processes and regulations.
• Address inquiries, concerns and complaints with empathy and professionalism.
• Escalate unresolved issues to the right departments in a timely way.
• 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 customer service, administrative support or licensing support.
• At least 3 years in a customer service or call center role.
• Excellent English; Arabic speakers are required (other languages are a plus).
• Strong problem-solving and interpersonal skills, able to work under pressure and handle multiple tasks.
• Flexible to work shifts, including weekends if needed.

Required skills

• Proficiency in MS Office and CRM systems.