Call Center Agent

Overview

Unity Star Import and Export FZE LLC seeks a polite, professional Call Center Agent devoted to delivering superior customer service. The ideal candidate will manage inbound and outbound calls, offer detailed product and service information, and resolve common client issues efficiently, all while upholding exceptional communication and service standards.

Key Responsibilities

• Manage incoming calls and initiate outgoing calls as needed to assist customers.
• Address customer inquiries regarding products, services, and operational procedures.
• Provide accurate support and fulfill customer requests effectively.
• Identify and resolve routine concerns with professionalism and escalate complex matters appropriately.
• Document customer interactions, including inquiries, complaints, and follow-up activities within the company’s system.
• Conduct follow-ups to ensure complete resolution of customer issues.
• Maintain courteous telephone etiquette and deliver a favourable customer experience.
• Achieve set performance metrics related to call quality, responsiveness, and customer satisfaction.
• Adhere strictly to company policies, approved call scripts, and service protocols.
• Ensure confidentiality and protection of customer information.
• Collaborate with departmental teams for prompt customer problem resolution.
• Engage in regular training sessions and team meetings to enhance service quality.
• Perform additional customer service tasks as assigned by supervisors or management.

Qualifications and Skills

• High school diploma or equivalent; further education is advantageous.
• Prior experience in call centers, customer service, or telesales roles is preferred.
• Strong verbal communication and active listening abilities.
• Proficient command of English; knowledge of Arabic or other languages is a plus depending on customer demographics.
• Basic computer literacy including experience with email, spreadsheets, and customer management software.
• Capability to multitask and maintain precise records.
• Excellent problem-solving aptitude and customer service orientation.
• Patient, courteous, professional phone demeanor.
• Resilience and composure in handling complaints and challenging situations.
• Effective time management skills and goal-oriented approach.
• Availability to work shifts, including weekends and public holidays, per business needs.
• Must be able to work full-time on-site in Dubai, UAE.

Benefits and Other Information

• Competitive remuneration reflecting qualifications and experience.
• Employment visa provision aligned with employer policies and UAE laws.
• Medical coverage as required under employment terms and local regulations.
• Annual leave and observance of public holidays in conformity with UAE labor law.
• Gratuity/end-of-service benefits as per applicable legislation.
• Supportive work environment fostering professionalism.
• Access to training and development to enhance customer service skills.
• Opportunities for career advancement to senior or leadership customer service roles.
• Performance-related bonuses or incentives may be offered subject to company policy and contract terms.