Client Experience Agent - Call Center

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.

Main 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
  

Requirements

• 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 compute​r literacy is required e.g., MS Office
  
• Familiarity with CRM systems and practices
  
  

Benefits

• International team (over 50 nationalities)
  
• 24 annual leave days
  
• Annual flight home
  
• Life insurance plan
  
• Medical insurance plan (with the option to upgrade at your own cost)
  
• Invitations to participate in various company functions, staff events, and department team building events
  
• Opportunities to learn, develop and grow with the organization
  
• Being part of a motivated team and Moving-Forward-Company-Culture