Call Center - Client Experience Agent

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