Call Center Agent

Base pay range

This range is provided by WADI ALSAHAB FOR MANAGEMENT CONSULTANCIES. Your actual pay will be based on your skills and experience - talk with your recruiter to learn more.

Overview

We operate in the Management Consulting & Business Services sector delivering client-facing advisory and support services across corporate and public clients in the UAE. This on-site role supports day-to-day client communications and service delivery from our regional operations centre.

Responsibilities

• Handle high-volume inbound and outbound calls, resolve client queries, and provide professional, timely customer support across phone, email, and chat channels.
• Accurately log interactions, update case records, and manage ticket lifecycles in CRM and ticketing systems to maintain clear audit trails.
• Triage and escalate complex issues to subject-matter teams; coordinate follow-up to ensure timely resolution and client satisfaction.
• Deliver consistent service in line with SLAs and quality standards; apply phone etiquette and problem-solving to de-escalate sensitive situations.
• Support process improvements by providing feedback on recurring issues, knowledge-base gaps, and opportunities to streamline workflows.
• Participate in regular training, coaching, and calibration sessions to maintain service excellence and operational readiness.

Skills & Qualifications

Must-Have

• Fluent spoken and written Arabic and English
• Experience using CRM and ticketing platforms (Zendesk, Salesforce Service Cloud or equivalent)
• Familiarity with call centre telephony platforms (Avaya, Five9, Genesys or similar)
• Proven ability to perform accurate call logging and ticket management
• Proficiency with live chat platforms and basic MS Excel for reporting
• Strong telephone etiquette, complaint handling, and case-closure practices

Preferred

• Prior exposure to B2B or management-consulting client support environments
• Experience with Salesforce Service Cloud configuration or reporting
• Additional language skills relevant to UAE market (e.g., Hindi, Urdu)

Benefits & Culture Highlights

• On-site, team-driven culture with structured training and career progression pathways.
• Hands-on exposure to cross-functional consulting teams and opportunity to broaden client-facing skills.
• Competitive local benefits package and a performance-oriented workplace in the UAE.

This position is ideal for service-oriented professionals seeking an on-site call centre role within a fast-paced management consulting support function in the UAE. Apply to join a team committed to measurable client outcomes and continuous improvement.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other

Industries

• Human Resources Services