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 computer 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)
Access to exclusive Fazaa discounts (applicable in participating retail stores, food & beverage outlets, fitness clubs, cinemas, theme parks, clinics, and more)
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
