Client Experience Agent – Call Center

About the role

The Client Experience Agent is the first point of contact for IFZA’s customers, shaping their initial impression and ensuring a smooth, professional interaction. You will work in a dynamic call‑center environment, handling inbound calls and providing timely, accurate information.

Key responsibilities

• Answer and distribute all incoming calls promptly and courteously.
• Deliver positive, timely responses to client enquiries.
• Maintain up‑to‑date knowledge of IFZA’s products and services.
• Record call details accurately in the Call Center CRM.
• Meet individual and team qualitative and quantitative targets.
• Uphold confidentiality of client data.
• Build and maintain effective working relationships while promoting company culture and values.
• Perform other duties as assigned by management.

Required profile

• Minimum 2 years experience as a Call Center agent or similar role in the UAE.
• Full English proficiency; additional languages are a plus.
• Excellent verbal and written communication, telephone etiquette, and active listening.
• Customer‑focused with the ability to adapt to different personality types.
• Strong multitasking, prioritisation, and time‑management skills.
• Problem‑solving orientation and ability to work under pressure.

Required skills

• Intermediate computer literacy (MS Office).
• Familiarity with CRM systems and best practices.