Night Shift Call Center Agent (Arabic/English)

About the role

NAFFCO is looking for a bilingual Arabic‑English Call Center Agent to work the night shift in Dubai. You will handle inbound and outbound calls, resolve customer enquiries, and ensure a positive experience in line with company standards.

Key responsibilities

• Answer inbound calls and respond to enquiries courteously and promptly.
• Provide support in Arabic and English, identifying solutions and resolving issues at first contact whenever possible.
• Handle complaints, service requests, general enquiries and account‑related questions following established procedures.
• Make outbound calls for follow‑ups, confirmations or updates as required.
• Verify customer information and maintain accurate records in the CRM or call‑centre system.
• Escalate complex or urgent matters to the appropriate department or supervisor.
• Maintain confidentiality of customer, company and payment information.

Required profile

• Fluent written and spoken Arabic and English.
• Previous experience in a call centre, customer service or similar role is preferred.
• Experience handling enquiries, complaints and service requests by telephone.
• Strong telephone manner, good listening skills and ability to communicate information accurately.
• Availability to work night‑shift hours.

Required skills

• Computer skills with experience using CRM systems.
• Familiarity with ticketing or call‑centre software.