Contact Centre Agent

About the role

A Contact Centre Agent is sought for the UAE operations, handling customer inquiries and technical issues across multiple channels. The successful candidate will have 1-3 years of experience in technical call center or customer support roles.

Key responsibilities

• Handle high volumes of inbound and outbound calls professionally and efficiently
• Provide technical support and troubleshooting for products and services
• Document customer interactions accurately and update records in the CRM system
• Achieve individual and team targets for response time, resolution rate and customer satisfaction
• Collaborate with technical teams to escalate and follow up on complex issues
• Maintain up-to-date knowledge of products, services and call center best practices

Required profile

• 1-3 years of experience as a call center agent, customer support executive or contact center agent in a technical support capacity
• Strong verbal and written communication skills in English
• Technical aptitude to diagnose and resolve product and service issues
• Ability to multitask, prioritize and manage time in a fast-paced environment

Required skills

• Proficiency with call center software, ticketing systems and CRM platforms
• Preferred: fluency in Arabic and English, experience with Salesforce, Zendesk or similar CRM tools, additional languages such as Hindi or Urdu, knowledge of the UAE consumer market and telecom regulations, certification in customer service, IT support or call center operations