✨ AI Summary
The Client Experience Agent – Call Center at IFZA is the first point of contact for clients, responsible for establishing a positive first impression. Key responsibilities include answering and distributing calls professionally, providing timely responses to client inquiries, maintaining knowledge of IFZA's products and services, handling client data confidentially, and recording call details in the CRM. The role requires meeting individual and team targets and performing other assigned duties.
Qualifications include a minimum of 2 years of experience as a Call Center agent or in a similar role within the UAE, full English proficiency, and a customer-focused approach. Strong communication, interpersonal, active listening, and problem-solving skills are essential, along with intermediate computer literacy in MS Office and familiarity with CRM systems. Additional spoken languages are considered an advantage.
Requirements
Minimum of 2 years experience as a Call Center agent or similar role in the UAE. Full English proficiency required. Additional spoken languages are an advantage. Excellent verbal and written communication, interpersonal skills, and knowledge of telephone etiquette. Customer-focused with 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 (e.g., MS Office). Familiarity with CRM systems and practices.
Description
Job OverviewThe 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 ResponsibilitiesActing as a first point of contactSupporting the smooth running of IFZA Call Center, where all aspects of the client experience are delivered to the highest levelAnswering and distributing all incoming calls in a timely and professional mannerDelivering a positive and timely response to client enquiriesTaking responsibility for the duties and tasks assigned to the role, ensuring that all work is carried out in a timely and professional mannerMaintaining excellent knowledge of IFZA's products and services in order to efficiently address any queries or concerns from Professional Partners and ClientsMaintaining confidentiality of client data ensuring no sensitive information is disclosedKeep records of all calls in Call Center CRM in a comprehensible wayMeet individual and team qualitative and quantitative targetsBuilding and maintaining effective working relationships whilst promoting the company culture and valuesPerforming other job-related duties as assigned by ManagementQualifications & SkillsMinimum of 2 years experience as a Call Center agent or similar role in the UAEFull English proficiency is requiredAdditional spoken languages are an advantageExcellent verbal and written communication and interpersonal skills, and knowledge of telephone etiquetteCustomer-focused and adaptability to different personality typesAbility to multi-task, set priorities, and manage time effectivelyExcellent active listening and problem-solving skillsIntermediate computer literacy is required e.g., MS OfficeFamiliarity with CRM systems and practices