Call Center Agent ( Bilingual )
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Key skills for this role
About the Role
We are looking for a bilingual Call Center Agent to handle high-volume inbound and outbound calls, resolve complex customer issues, and meet performance metrics. Requires fluency in English and Arabic, minimum 2 years of call center experience, and strong problem-solving skills.
Key Skills for This Role
Responsibilities
- Handle a high volume of inbound and outbound calls with professionalism
- Tackle complex customer issues with speed and accuracy, ensuring first call resolution
- Communicate with customers via telephone, email, online chat
- Consistently meet and exceed performance metrics including call handling time, customer satisfaction scores, and resolution rates
- Anticipate customer needs and proactively provide solutions
- Seek opportunities for process improvements and contribute to team strategy
- Adhere strictly to company policies, procedures, and regulatory requirements
Requirements
- Fluency in English and Arabic is a must
- Minimum of 2 years in a high volume call center or customer service environment
- Exceptional verbal and written communication skills
- Superior problem solving abilities and critical thinking skills
- Advanced proficiency in CRM software and other call center technologies
- High school degree or equivalent
- Ability to work in shifts
Full Job Posting
Responsibilities
- Handle a high volume of inbound and outbound calls with unmatched professionalism, ensuring each customer interaction reflects our commitment to excellence.
- Tackle complex customer issues with speed and accuracy, ensuring first call resolution and customer satisfaction.
- Communicate with customers via Telephone, email, online chat etc.
- Consistently meet and exceed stringent performance metrics, including call handling time, customer satisfaction scores, and resolution rates.
- Anticipate customer needs and proactively provide solutions, enhancing the overall customer experience.
- Actively seek opportunities for process improvements and contribute to team strategy sessions aimed at optimizing customer service delivery.
- Adhere strictly to company policies, procedures, and regulatory requirements while maintaining the highest standards of professionalism.
Requirements and Skills
- Fluency in English and Arabic is a must.
- Minimum of 2 years in a high volume call center or customer service environment, with a proven track record of exceeding performance targets.
- Exceptional verbal and written communication skills.
- Superior problem solving abilities and critical thinking skills.
- Advanced proficiency in CRM software and other call center technologies.
- Professional certifications in customer service or call center operations.
- Ability to work in shifts.
Qualifications and Experience
- High school degree or equivalent.
- PC based skills to operate Windows packages including Microsoft Word/Excel/E mail.
- Knowledge of contact center and airline industry procedures and methodology.
- Excellent verbal and written communication skills.
- Ability to remain calm and composed in a fast paced, high pressure environment.
- Good empathy and listening skills to de escalate situations and identify the underlying issues of a problem.
- Familiarity with IVR systems.
Compensation
- Pay: AED3,000.00 AED3,500.00 per month
Job Type
- Full time
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