Job Overview
The role of a Client Experience Agent – Call Center revolves around being the first point of contact, and thus, establishing the first impression of IFZA. The ideal candidate must be a highly committed, responsible, and creative individual with excellent interpersonal skills and the ability to work well under pressure.
Key Responsibilities
- Acting as a first point of contact
- Supporting the smooth running of IFZA Call Center, where all aspects of the client experience are delivered to the highest level
- Answering and distributing all incoming calls in a timely and professional manner
- Delivering a positive and timely response to client enquiries
- Taking responsibility for the duties and tasks assigned to the role, ensuring that all work is carried out in a timely and professional manner
- Maintaining excellent knowledge of IFZA’s products and services in order to efficiently address any queries or concerns from Professional Partners and Clients
- Maintaining confidentiality of client data ensuring no sensitive information is disclosed
- Keep records of all calls in Call Center CRM in a comprehensible way
- Meet individual and team qualitative and quantitative targets
- Building and maintaining effective working relationships whilst promoting the company culture and values
- Performing other job-related duties as assigned by Management
Qualifications & Skills
- Minimum of 2 years’ experience as a Call Center agent or similar role in the UAE
- Full English proficiency is required
- Additional spoken languages are an advantage
- Excellent verbal and written communication and interpersonal skills, and knowledge of telephone etiquette
- Customer-focused and adaptability to different personality types
- Ability to multi-task, set priorities, and manage time effectively
- Excellent active listening and problem-solving skills
- Intermediate computer literacy is required e.g., MS Office
- Familiarity with CRM systems and practices
