Customer Care Agent / Call Center Representative-Immediate join (Abu Dhabi, UAE)

Department:  Customer Care / Guest Relations

Location:  Cinemacity

Employment Type:  Full-Time

Role Overview

We are seeking a professional, guest-focused Customer Care Agent to join our Customer Care & Call Center team. The role is responsible for handling inbound customer inquiries across phone, WhatsApp, email, and social channels while delivering a high standard of hospitality-driven service aligned with the Cinemacity experience.

Key Responsibilities

• Handle incoming customer calls, WhatsApp messages, emails, and online inquiries professionally and efficiently
• Assist guests with ticket bookings, movie schedules, membership inquiries, promotions, and venue information
• Respond to customer complaints and concerns with empathy, professionalism, and problem-solving skills
• Provide accurate information regarding screenings, pricing, seating categories, F&B services, events, and policies
• Support guests with loyalty programs, promotions, and CRM-related inquiries
• Coordinate with operations, box office, F&B, marketing, and management teams to ensure smooth guest experiences
• Maintain response-time KPIs and customer satisfaction standards
• Support outbound communication campaigns when required (follow-ups, confirmations, guest outreach, surveys, etc.)

Requirements

• Previous experience in customer service, hospitality, call center, or guest relations preferred
• Strong verbal and written communication skills in English
• Arabic language
• Strong problem-solving and conflict-resolution abilities
• Familiarity with CRM systems, ticketing systems, or customer support platforms is a plus
• Hospitality-minded personality with strong emotional intelligence