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call center coordinator

Kafu First Cleaning Services LLC

Position SummaryThe Call Centre Coordinator supports day-to-day operations of the FM call centre by coordinating service requests, monitoring job progress in the CAFM system, communicating with technicians and subcontractors, and ensuring SLA compliance. The role serves as the central communication point between clients, FM teams, and management to ensure timely and high-quality service delivery.Key Responsibilities1. Service Request Management<ul><li>Receive, log, and categorize incoming calls, emails, and service requests related to maintenance, cleaning, security, MEP, landscaping, and other FM services.</li><li>Ensure accurate information capture including location, issue description, priority level, and client details.</li></ul>2. SLA Monitoring &amp; Coordination<ul><li>Track job progress and ensure timely closure within contractual SLAs.</li><li>Follow up with technicians, supervisors, and subcontractors to ensure service completion.</li><li>Escalate critical issues, delays, or repeated service failures to management.</li></ul>3. Operational Support<ul><li>Coordinate site teams for urgent issues, breakdowns, and emergency callouts.</li><li>Support allocation of resources during peak load or high-priority tasks.</li><li>Update daily shift handover reports for smooth team transitions.</li></ul>4. Customer Communication<ul><li>Provide updates to clients regarding job status, technician arrival, and closure details.</li><li>Handle customer queries, complaints, and escalation requests professionally.</li><li>Ensure customer satisfaction by maintaining a positive and service-oriented approach.</li></ul>5. Reporting &amp; Documentation<ul><li>Generate daily, weekly, and monthly reports on call volumes, work order status, SLA compliance, and customer feedback.</li><li>Ensure all service request logs and documentation are accurate and up to date.</li><li>Maintain records for audits, KPIs, and contract performance reviews.</li></ul>6. Quality &amp; Compliance<ul><li>Ensure adherence to company policies, QHSE standards, and client contractual requirements.</li><li>Support quality checks and contribute to continuous process improvement.</li><li>Follow confidentiality and data protection regulations (UAE-specific requirements).</li></ul>Qualifications &amp; Experience Education<ul><li>Diploma or Bachelor&rsquo;s Degree in Business Administration, Facility Management, or a related field (preferred).</li></ul>Experience<ul><li>1&ndash;3 years of experience in a call centre or customer service role in the facility management, real estate, or maintenance services industry within the UAE.</li></ul>Skills<ul><li>Strong English communication skills (Arabic is an advantage).</li><li>Proficiency Microsoft Office (Excel, Outlook).</li><li>Ability to manage multiple requests in a fast-paced environment.</li><li>Strong organizational, coordination, and time-management abilities.</li><li>Familiarity with FM terminologies (MEP, soft services, PPM, reactive calls, helpdesk process).</li></ul>Personal Attributes<ul><li>Customer-focused attitude.</li><li>Calm under pressure.</li><li>Detail-oriented and accurate.</li><li>Team player with a proactive approach</li></ul>Job Types: Full-time, Permanent

Call Centre Coordinator (Female)

Position SummaryThe Call Centre Coordinator supports day-to-day operations of the FM call centre by coordinating service requests, monitoring job progress in the CAFM system, communicating with technicians and subcontractors, and ensuring SLA compliance. The role serves as the central communication point between clients, FM teams, and management to ensure timely and high-quality service delivery.Key Responsibilities1. Service Request Management<ul><li>Receive, log, and categorize incoming calls, emails, and service requests related to maintenance, cleaning, security, MEP, landscaping, and other FM services.</li><li>Ensure accurate information capture including location, issue description, priority level, and client details.</li></ul>2. SLA Monitoring &amp; Coordination<ul><li>Track job progress and ensure timely closure within contractual SLAs.</li><li>Follow up with technicians, supervisors, and subcontractors to ensure service completion.</li><li>Escalate critical issues, delays, or repeated service failures to management.</li></ul>3. Operational Support<ul><li>Coordinate site teams for urgent issues, breakdowns, and emergency callouts.</li><li>Support allocation of resources during peak load or high-priority tasks.</li><li>Update daily shift handover reports for smooth team transitions.</li></ul>4. Customer Communication<ul><li>Provide updates to clients regarding job status, technician arrival, and closure details.</li><li>Handle customer queries, complaints, and escalation requests professionally.</li><li>Ensure customer satisfaction by maintaining a positive and service-oriented approach.</li></ul>5. Reporting &amp; Documentation<ul><li>Generate daily, weekly, and monthly reports on call volumes, work order status, SLA compliance, and customer feedback.</li><li>Ensure all service request logs and documentation are accurate and up to date.</li><li>Maintain records for audits, KPIs, and contract performance reviews.</li></ul>6. Quality &amp; Compliance<ul><li>Ensure adherence to company policies, QHSE standards, and client contractual requirements.</li><li>Support quality checks and contribute to continuous process improvement.</li><li>Follow confidentiality and data protection regulations (UAE-specific requirements).</li></ul>Qualifications &amp; Experience Education<ul><li>Diploma or Bachelor&rsquo;s Degree in Business Administration, Facility Management, or a related field (preferred).</li></ul>Experience<ul><li>1&ndash;3 years of experience in a call centre or customer service role in the facility management, real estate, or maintenance services industry within the UAE.</li></ul>Skills<ul><li>Strong English communication skills (Arabic is an advantage).</li><li>Proficiency Microsoft Office (Excel, Outlook).</li><li>Ability to manage multiple requests in a fast-paced environment.</li><li>Strong organizational, coordination, and time-management abilities.</li><li>Familiarity with FM terminologies (MEP, soft services, PPM, reactive calls, helpdesk process).</li></ul>Personal Attributes<ul><li>Customer-focused attitude.</li><li>Calm under pressure.</li><li>Detail-oriented and accurate.</li><li>Team player with a proactive approach</li></ul>Job Types: Full-time, PermanentAbility to commute/relocate:<ul><li>Dubai: Reliably commute or planning to relocate before starting work (Preferred)</li></ul>Experience:<ul><li>FM/Cleaning Companies: 2 years (Preferred)</li></ul>Language:<ul><li>Arabic (Preferred)</li></ul>Location:<ul><li>Dubai (Preferred)</li></ul>

Operation/Call Centre Coordinator (Female)

First Abu Dhabi Bank (FAB)

Company Description Join the UAE's largest bank and one of the world's largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders, and communities to grow through differentiation, agility, and innovation. We are looking for top talent, and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark at a top company in an exciting & dynamic industry. Job Description JOB PURPOSE: To serve customers by providing product and service information; resolving product and service issues while maintaining high-quality standards. To ensure the financial and reputational integrity of the organization and provide end-to-end solutions for an improved customer service experience. The role requires a strong team spirit, motivation, and a friendly environment with all customers and colleagues. Specific Job Responsibilities <ol> <li>Provide excellent customer service by attending to incoming calls within quality guidelines.</li> <li>Handle and resolve customer complaints to their satisfaction within the defined authority limits and escalate as per process.</li> <li>Recommend potential products or services to management by collecting customer information and analyzing their needs.</li> <li>Ensure the quality of inbound/outbound calls by achieving set targets in service standards and customer satisfaction scores.</li> <li>Contribute to the business by generating new prospects/leads and upselling FAB products.</li> <li>Maintain customer records by updating customer history through service requests, complaints, and notes.</li> <li>Maintain confidentiality of the bank's customers and data.</li> <li>Ensure the business complies with the bank's policies and standards, as well as local laws and regulations.</li> <li>Attend to special tasks assigned by team leaders and managers.</li> <li>Demonstrate flexibility in adhering to scheduled shifts and on-call/unplanned shifts to meet service level and abandoned rate targets.</li> <li>Ensure punctuality, adherence to policies and procedures, and discipline within the center.</li> </ol>

Call Center Executive - Emiratized Role

Scope Real Estate

We are looking for a smart and confident girl who can help with :Making CallsFinding Property Listings &amp; inventoryCoordinating with agents / ownersData Entry &amp; follow upsRequirements :Good communication skillsBasic computer knowledgeReal estate experience is a plus (not mandatory)Salary : Based on experienceVisa : Preferred own visaInterested candidates can send their resume on 0566623763Better send resume and chat on whatsapp instead of call.Job Types: Full-time, Permanent, FresherPay: AED2,000.00 - AED3,000.00 per month

Female Telecaller / Property Coordinator

Join the UAE's largest bank and one of the world's largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders, and communities to grow through differentiation, agility, and innovation. We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark at a top company, in an exciting & dynamic industry. Job Description JOB PURPOSE:To serve customers by providing product and service information; resolving product and service issues while maintaining immaculate quality standards. To ensure the financial and reputational integrity of the organization by providing end-to-end solutions for a better customer service experience. This role requires a strong team spirit, motivation, and a friendly environment with all customers and colleagues. Specific Job Accountability <ol><li>Provide excellent customer service by attending to incoming calls within the quality guidelines.</li><li>Handle and resolve customer complaints to customer satisfaction within defined authority limits and escalate as per process.</li><li>Recommend potential products or services to management by collecting customer information and analyzing customer needs.</li><li>Ensure the quality of inbound/outbound calls by achieving set targets in terms of service standards and customer satisfaction scores.</li><li>Contribute to the business by generating new prospects/leads and upselling all types of FAB products.</li><li>Maintain customer records by updating customer history through service requests/complaints and notes.</li><li>Maintain the confidentiality of the bank's customers and data.</li><li>Ensure the business meets its obligations under the Bank's Policies and Standards and local laws/regulations.</li><li>Attend to special tasks assigned by team leaders and managers.</li><li>Demonstrate flexibility in adhering to planned/scheduled shifts and on-call/unplanned shifts due to the floor situation for achieving all defined service level and abandoned rates.</li><li>Ensure self-punctuality, adherence to policies & procedures, and discipline within the Centre.</li></ol>

Call Center Executive (Emiratized role)

American Hospital Dubai

Oversees the day-to-day operations of the hospital's call center, ensuring all patient interactions are handled confidentially, efficiently, and in line with hospital standards. Supervises and develops call center staff, monitors service quality, and drives operational performance to meet established targets. Fosters a culture of teamwork and respect for diversity, ensures adherence to hospital policies, and actively contributes to process improvements that enhance patient and stakeholder satisfaction. Responsibilities Confidentiality & Compliance <ul><li>Ensures strict confidentiality is maintained by self and all employees handling patient information within the Call Center.</li><li>Supports, enforces, and interprets hospital and departmental policies and procedures to all team members.</li><li>Ensures all staff complete departmental and unit-specific competencies and that all new hires complete a planned and documented departmental orientation.</li><li>Ensures 100% staff attendance at mandatory in-service sessions and ongoing education programs.</li></ul> Operational Excellence <ul><li>Sets, monitors, and ensures achievement of call center speed, efficiency, and quality targets.</li><li>Monitors calls randomly to improve service quality, minimise errors, and track operator performance.</li><li>Records and analyses performance statistics, user rates, and prepares reports; makes data-driven recommendations to enhance efficiency and service levels.</li><li>Sources and recommends new methods, including the introduction of new algorithms and software, to improve call center efficiency and performance.</li><li>Develops, implements, and monitors measurable goals and quotas for service volumes and timeliness; evaluates creative approaches to meeting goals.</li><li>Collaborates with other hospital departments to ensure accurate and efficient communication regarding appointments, admissions, and hospital services.</li><li>Covers for the Call Center Manager during their absence, ensuring continuity of operations and effective decision-making.</li></ul> Staff Supervision & Development <ul><li>Supervises, trains, and mentors call center agents to deliver exceptional service in accordance with hospital standards.</li><li>Coducts regular reviews of staff performance, identifies training needs, and recommends professional development plans for continuous improvement.</li><li>Provides ongoing support, feedback, and objective performance appraisals to staff; assists with action plans, counselling, or disciplinary action as necessary.</li><li>Promotes effective onboarding, orientation, and support for new staff, ensuring the assignment of appropriate preceptors and monitoring individual progress.</li><li>Creates and supports an environment that fosters teamwork, cooperation, and respect for cultural diversity among all staff.</li><li>Promotes interdisciplinary collaboration to achieve the best patient outcomes.</li></ul> Qualifications <ul><li>Bachelor's Degree in Business Administration, Healthcare Management, or related field</li><li>Certification in Customer Service, Call Center Management, or a relevant field preferred</li></ul> Professional Experience <ul><li>Minimum of five (5) years of call centre experience with a minimum of two (2) years as a Team Leader, preferably within a medical environment.</li><li>Knowledge of Hospital Information Systems (HIS), Electronic Medical Records (EMR), and modern call center technology.</li><li>Knowledge of UAE/GCC healthcare regulations, patient confidentiality standards, and customer service best practices.</li><li>Knowledge of hospital operations and appointment scheduling.</li><li>Knowledge of call center systems and telephony platforms.</li><li>Skills in Supervising, Coaching, and Developing teams.</li><li>Skills in Performance Monitoring and Quality Assurance.</li><li>Skills in Effective Communication (English required, Arabic preferred).</li><li>Skills in Conflict Resolution, Counselling, and Disciplinary processes.</li><li>Skills in Analysing Data, Reporting, and Process Improvement.</li><li>Ability to work effectively under pressure in a fast-paced environment.</li><li>Ability to handle confidential and sensitive information with discretion.</li><li>Ability to motivate staff and foster a positive, collaborative team culture.</li><li>Ability to promote and respect diversity in the workplace.</li><li>Ability to support and drive continuous staff development.</li></ul>

Call Center Supervisor

Rosmetic

Call Center Agent &ndash; Rosmetic Medical CenterRosmetic Clinic is a premium aesthetics clinic committed to delivering an exceptional client experience from first contact to follow-up care.What You&rsquo;ll Do:<ul><li>Handle inbound calls to book/reschedule appointments and answer patient questions</li><li>Make outbound calls for reminders, follow-ups, and re-engagement</li><li>Promote current services and limited-time offers</li><li>Update CRM with client details and follow-up actions</li><li>Coordinate with front desk, nurses, and doctors</li><li>Maintain patient confidentiality and accurate call logs</li></ul>What We&rsquo;re Looking For:<ul><li>Call center or customer service experience - 2 years (ideally in healthcare or aesthetics)</li><li>Strong spoken English</li><li>Friendly, empathetic, and organized</li></ul>Job Types: Full-time, PermanentAbility to commute/relocate:<ul><li>Dubai: Reliably commute or planning to relocate before starting work (Preferred)</li></ul>Experience:<ul><li>medical call center agent: 1 year (Preferred)</li></ul>Language:<ul><li>English (Required)</li></ul>Location:<ul><li>Dubai (Required)</li></ul>

Call Center Agent

Explore 966+ Call center coordinator in Dubai this December. Find roles across top companies and apply now to boost your career.