Call Centre Agent (UAE National) – Full‑Time

About the role

Independent Food Company, a fast‑growing hospitality group in the UAE, is looking to hire four Call Centre Agents who will be the first point of contact for customers. The role involves handling inbound and outbound calls, answering queries, resolving issues and providing accurate information about the company’s products and services.

Key responsibilities

• Handle inbound and outbound customer calls in a professional and courteous manner.
• Respond promptly and accurately to customer inquiries, complaints and service requests.
• Provide information about products, services, policies and procedures.
• Record customer interactions and update information in the CRM system.
• Resolve customer concerns efficiently or escalate complex issues to the relevant department.
• Follow up on customer requests to ensure timely resolution.
• Meet performance metrics such as quality, productivity and customer satisfaction targets.
• Maintain confidentiality of customer information and comply with company policies.
• Support customer engagement initiatives and contribute to continuous service improvement.
• Collaborate with internal teams to ensure a seamless customer experience.

Required profile

• UAE national with a valid Family Book.
• High school diploma, diploma or bachelor's degree.
• Previous customer service or call‑centre experience is an advantage.
• Strong verbal and written communication skills in Arabic and English.
• Ability to work in a fast‑paced environment and manage multiple tasks.
• Flexibility to work shifts, weekends and public holidays as assigned.