Call Center Agent

Job Summary

To handle inbound and outbound customer calls professionally, provide accurate after-sales support, resolve customer issues efficiently, and ensure high customer satisfaction while meeting performance KPIs.

Key Responsibilities (Commercial & Technical):

Customer Handling:

· Handle inbound and outbound calls in a professional and courteous manner

· Understand customer issues related to products, warranty, service requests, and complaints

· Provide accurate information and clear instructions to customers

· De-escalate angry or dissatisfied customers and ensure proper resolution

Case Management:

· Log, update, and close customer cases accurately in the system (CRM / ERP)

· Follow up on open tickets with customers, technicians, and internal teams

· Escalate unresolved issues according to company procedures

· Ensure all service requests meet SLA requirements

Performance & Quality:

· Follow call scripts, workflows, and company policies

· Maintain high documentation and data accuracy standards

· Protect customer data and maintain confidentiality

Team Collaboration:

· Coordinate with field service, spare parts, and supervisors

· Accept coaching and feedback to improve performance

· Participate in training and continuous improvement activities

Education:

· Diploma or Bachelor’s degree (preferred)

· Experience:

· 1–3 years of experience in a call center, customer service, or after-sales role

· Experience in technical support, home appliances, electronics, or warranty services is a plus

· Skills:

· Excellent verbal communication skills

· Strong listening and problem-solving abilities

· Ability to handle pressure and high call volumes

· Computer literacy and CRM system experience

· Fast typing and accurate data entry

Job Type: Full-time

Pay: Up to AED4,000.00 per month