Client Experience Agent – Call Center

About the role

The Client Experience Agent in the Call Center serves as the first point of contact, shaping the initial impression of IFZA. The ideal candidate is committed, responsible, creative, and able to work well under pressure.

Key responsibilities

• Act as the first point of contact for all inbound calls.
• Support the smooth operation of the IFZA Call Center, delivering high‑level client experience.
• Answer and distribute incoming calls promptly and professionally.
• Provide positive, timely responses to client enquiries.
• Maintain up‑to‑date knowledge of IFZA’s products and services to address queries effectively.
• Ensure confidentiality of client data and record all calls accurately in the CRM system.
• Meet individual and team qualitative and quantitative targets.
• Build and maintain effective working relationships while promoting company culture and values.

Required profile

• Minimum of 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 with strong telephone etiquette.
• Customer‑focused with the ability to adapt to different personality types.
• Strong multitasking, prioritisation and time‑management abilities.
• Excellent active listening and problem‑solving skills.

Required skills

• Intermediate computer literacy, including MS Office.
• Familiarity with CRM systems and related practices.