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