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contact center agent

VaporVM

<div><div><div><b>Date Posted:</b></div>
24 December, 2025</div>
<div><div><b>Industry:</b></div>
IT Services and IT Consulting</div>
<div><div><b>Location:</b></div>
VAPORVM IT SERVICES DMCC</div></div>
<br><div><h2 class="jobSectionHeader"><b>Job Description:</b></h2>
<div><p><b>Call Center Agent (L0)</b></p>
<p><b>
Position Summary</b></p>
<p>
The Call Center Agent acts as the first point of contact. The role is responsible for receiving, documenting, and managing all support inquiries, incidents, and service requests through the ServiceNow IT Service Management (ITSM) platform.</p>
<p>
The agent ensures professional communication, timely ticket resolution, and adherence to established Service Level Agreements (SLAs) &mdash; contributing to the overall service excellence and digital transformation vision.</p>
<p>
 <b>Core Responsibilities</b></p>
<ul><li>Handle inbound and outbound calls, emails, and chat requests in both Arabic and English.</li></ul>
<ul><li>Log, categorize, and update tickets in ITSM for incidents, service requests, and general inquiries.</li></ul>
<ul><li>Assign and route tickets to the appropriate technical teams based on the issue type and priority.</li></ul>
<ul><li>Follow up on open tickets, ensuring timely resolution and proper closure.</li></ul>
<ul><li>Maintain accurate and complete documentation for every customer interaction.</li></ul>
<ul><li>Escalate high-priority or unresolved cases to supervisors in line with escalation procedures.</li></ul>
<ul><li>Provide clear and professional communication to end users regarding issue status and next steps.</li></ul>
<ul><li>Maintain awareness of IT services, systems, and processes to provide accurate assistance.</li></ul>
<ul><li>Support continuous improvement by suggesting workflow, script, or knowledge base enhancements.</li></ul>
<ul><li>Ensure all communication adheres to government service quality, confidentiality, and data privacy standards.</li></ul><br>
<p></p>
<p><b>
Required Experience</b></p>
<ul><li>1&ndash;3 years of experience in a call center, IT helpdesk, or customer support environment.</li></ul>
<ul><li>Experience with ServiceNow ITSM or similar ticketing tools (e.g., Remedy, Zendesk, Jira).</li></ul>
<ul><li>Experience in bilingual customer communication (Arabic and English).</li></ul>
<ul><li>Experience in a government or digital service environment is an advantage.</li></ul>
<p></p>
<p><b>Skills</b></p>
<ul><li>Strong verbal and written communication skills (Arabic &amp; English).</li></ul>
<ul><li>Excellent interpersonal and customer service abilities.</li></ul>
<ul><li>Knowledge of <b>IT service management workflows</b> and terminology.</li></ul>
<ul><li>Ability to multitask and manage multiple interactions effectively.</li></ul>
<ul><li>Attention to detail and accurate data entry.</li></ul>
<ul><li>Time management and prioritization under pressure.</li></ul>
<ul><li>Teamwork, reliability, and professional demeanor.<b>Certifications</b></li></ul>
<ul><li>ITIL v4 Foundation (preferred).</li></ul>
<ul><li>CompTIA Network+ / Microsoft AZ-900 (advantage).</li></ul>
<p><b>
Key Deliverables</b></p>
<ul><li>Accurate creation and closure of ServiceNow tickets.</li></ul>
<ul><li>Clear and timely communication with government entities.</li></ul>
<ul><li>Consistent adherence to SLA and escalation policies.</li></ul>
<ul><li>Contribution to improved customer satisfaction scores.</li></ul>
<ul><li>Maintenance of complete and correct ticket records for audits.</li></ul>
<p><b>
KPIs</b></p>
<p>
o First Call Resolution (FCR) Rate.</p>
<p>
o Ticket Logging Accuracy in ServiceNow.</p>
<p>
o Customer Satisfaction (CSAT) Score.</p>
<p>
o SLA Compliance Percentage.</p>
<p>
o Average Handling Time (AHT).</p>
<p>
o Attendance &amp; Schedule Adherence.</p><br>
<p></p>
<p><b>
Reporting</b></p>
<p>
Reports to NOC Manager</p></div></div><p></p>

Call Center Agent

Rosmetic

<p><b>FEMALE Call Center Agent &ndash; Rosmetic Medical Center</b></p><p><b>Key Responsibilities</b></p><ul><li>Handle <b>inbound calls</b> to book, confirm, and reschedule appointments</li><li>Answer patient inquiries regarding services, treatments, and clinic policies</li><li>Make <b>outbound calls</b> for appointment reminders, follow-ups, and client re-engagement</li><li>Promote current services, packages, and limited-time offers in a professional manner</li><li>Accurately update the <b>CRM system</b> with patient information and follow-up actions</li><li>Coordinate closely with the front desk, nurses, and doctors to ensure smooth patient flow</li><li>Maintain strict <b>patient confidentiality</b> and detailed call records</li></ul><p><b>Requirements</b></p><ul><li>Minimum <b>1 year of call center or customer service experience</b></li></ul><p><i>(Healthcare or medical aesthetics experience is a strong advantage)</i></p><ul><li><b>Excellent spoken English</b> (additional languages are a plus)</li><li>Friendly, empathetic, and patient-focused communication style</li><li>Strong organizational skills and attention to detail</li><li>Ability to multitask in a fast-paced, client-focused environment</li></ul><p><b>What We Offer</b></p><ul><li>Work in a premium medical aesthetics environment</li><li>Supportive and professional team culture</li><li>Opportunities for growth within the clinic</li></ul><p>Job Types: Full-time, Permanent</p><p>Ability to commute/relocate:</p><ul><li>Dubai: Reliably commute or planning to relocate before starting work (Preferred)</li></ul><p>Experience:</p><ul><li>medical call center agent: 1 year (Preferred)</li></ul><p>Language:</p><ul><li>English (Required)</li></ul><p>Location:</p><ul><li>Dubai (Required)</li></ul>

Customer Service/Call Center Agent

Bab Al Shams Desert Resort

Overview <p>Get AI-powered advice on this job and more exclusive features.</p> <p>Rare Finds is a diverse collection of resorts celebrating the individuality and unique identity of a destination, with a distinct ability to captivate the imagination, and bring to the forefront the essence of a place. Authentic and captivating, Bab Al Shams Desert Resort is a truly magical destination, where expertly curated itineraries and bespoke entertainment are the beating heart of our legendary desert-based destination. Part of our unique Rare Finds collection, the essence of Bab Al Shams joins our guests together to discover the most soulful experiences and humbling journeys, set against Dubai's endless dunes and rich culture.</p> <p><strong>About The Role</strong></p> <p>The call center Agent will be the liaison between our company and its current and potential customers.</p> Key Duties And Responsibilities <ul> <li>Manage large amounts of inbound and outbound calls in a timely manner</li> <li>Follow communication "scripts" when handling different topics</li> <li>Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives</li> <li>Seize opportunities to upsell products when they arise</li> <li>Build sustainable relationships and engage customers by taking the extra mile</li> <li>Keep records of all conversations in our call center database in a comprehensible way</li> <li>Frequently attend educational seminars to improve knowledge and performance level</li> <li>Meet personal/team qualitative and quantitative targets</li> </ul> Experience & Educational Requirements <ul> <li>High School Degree</li> <li>1+ year in a hotel reservations, call center, or customer service role (luxury experience is a plus).</li> <li>Familiarity with systems and practices</li> <li>Strong phone and verbal communication skills, along with active listening</li> <li>Track record of over-achieving quota</li> <li>Customer focus and adaptability to different personality types</li> <li>Ability to multitask, set priorities and manage time effectively</li> </ul> <p>Join a team that is warm, caring, connected and empowered to create truly unique experiences. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.</p> Seniority level <ul> <li>Entry level</li> </ul> Employment type <ul> <li>Full-time</li> </ul> Job function <ul> <li>Other</li> </ul> Industries <ul> <li>Hospitality</li> </ul> <p>Referrals increase your chances of interviewing at Bab Al Shams Desert Resort by 2x</p> <p>Get notified about new Call Center Representative jobs in <strong>Dubai, Dubai, United Arab Emirates</strong>.</p> Related opportunities <ul> <li>Customer Service Associate Retail M&S UAE</li> <li>Guest Experience Expert - Four Point by Sheraton Bur Dubai</li> <li>Guest Experience Expert - Ajman Saray, a Luxury Collection Resort</li> <li>Front Desk Agent - Guest Experience Expert</li> </ul> <p>Dubai, Dubai, United Arab Emirates 20 hours ago</p>

Gargash Hospital

<p>Job Location</p>
 
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 <p> <span>Dubai, <br> United Arab Emirates</span> </p>
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 <p>Experience</p>
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 <p> <span>1 to 5 years</span> </p>
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 <p>Qualification Level</p>
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 <p> <span>Diploma; Graduate</span> </p>
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 <p>Job Function</p>
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 <p> <span>Customer Service / Telecalling<br> </span> </p>
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 <p>Skillset</p>
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 <p> <span>call center experience</span> </p>
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 <p>Preferred Jobseekers</p>
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 <p>Jobseekers from any country</p> 
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<span>Call Centre Agent<br> <br>Job Location : Dubai, UAE<br> <br>Job Details :<br> <br>  Should be a Diploma holder or bachelor s degree with prior experience in healthcare call centre set up.<br>  Should be flexible with rotation of shift work.   Team player with work under pressure is much required.<br> </span>
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Call Centre Agent

The urban Advisors LLC

<p>Job Title</p><p><b>Call Center Agent &ndash; Real Estate</b></p><p>Location</p><p>Dubai, UAE</p><p>Job Type</p><p>Full-time</p><p>Job Summary</p><p>We are looking for a <b>Call Center Agent</b> to handle inbound and outbound calls related to real estate inquiries. The role involves qualifying leads, providing basic project information, scheduling site visits, and supporting the sales team to convert prospects into clients.</p><p>Key ResponsibilitiesCall Handling &amp; Lead Management</p><ul><li>Handle <b>inbound calls</b> from property portals, ads, and marketing campaigns</li><li>Make <b>outbound calls</b> to generated leads and database clients</li><li>Qualify leads based on budget, location, property type, and buying timeline</li><li>Explain basic details of <b>off-plan and ready properties</b></li><li>Schedule site visits, meetings, and follow-ups for sales consultants</li></ul><p>Customer Support</p><ul><li>Answer customer queries professionally and promptly</li><li>Maintain a positive, helpful, and persuasive communication style</li><li>Follow up with clients via calls, WhatsApp, SMS, and email</li></ul><p>CRM &amp; Reporting</p><ul><li>Update lead information accurately in the <b>CRM system</b></li><li>Track call outcomes, follow-ups, and appointment status</li><li>Submit daily/weekly call and lead conversion reports</li></ul><p>Compliance &amp; Process</p><ul><li>Follow company scripts, call quality standards, and RERA compliance guidelines</li><li>Maintain confidentiality of client data</li></ul><p>Skills &amp; RequirementsRequired</p><ul><li>1&ndash;3 years experience in <b>call center / telesales / real estate calling</b></li><li>Excellent <b>English communication</b> skills (Arabic/Hindi is a plus)</li><li>Strong persuasion and negotiation skills</li><li>Ability to handle high call volumes</li><li>Basic knowledge of Dubai real estate (off-plan, payment plans, commissions)</li><li>Familiar with CRM systems (HubSpot, Zoho, Salesforce, etc.)</li></ul><p>Preferred</p><ul><li>Experience with <b>property portals</b> (Bayut, Property Finder, Dubizzle)</li><li>Understanding of <b>Dubai developers &amp; projects</b></li><li>Target-oriented mindset</li></ul><p>Key Performance Indicators (KPIs)</p><ul><li>Number of calls made/received daily</li><li>Qualified leads generated</li><li>Appointments/site visits scheduled</li><li>Lead-to-appointment conversion ratio</li><li>Follow-up effectiveness</li></ul><p>Working Hours</p><ul><li>6 days a week</li><li>Shift-based (depending on campaign)</li></ul><p>Compensation &amp; Benefits</p><ul><li>Fixed salary + <b>performance-based incentives</b></li><li>Visa &amp; medical insurance (as per UAE labor law)</li><li>Career growth into <b>Sales Consultant / Relationship Manager</b> roles</li></ul><p>Job Type: Full-time</p><p>Pay: AED1,000.00 - AED2,500.00 per month</p>

Tafaseel Group

<strong>Job Summary:</strong> We are seeking a highly motivated and customer-oriented Call Center Agent. The ideal candidate will be responsible for handling inbound and outbound calls, responding to customer inquiries, and providing accurate information and support in a timely and professional manner. <strong>Key Responsibilities:</strong> <ul> Handle inbound and outbound customer calls efficiently and professionally. Provide accurate, valid, and complete information to clients based on the Freezone's services, processes, and regulations. Address customer inquiries, concerns, and complaints with empathy and professionalism. Escalate unresolved issues to the appropriate departments in a timely manner. Maintain detailed records of customer interactions, transactions, feedback, and complaints. Meet performance metrics including call quality, response time, and customer satisfaction. Stay up-to-date with Freezone procedures, policies, and updates to ensure accurate communication with clients. Collaborate with internal teams to resolve customer issues and improve service delivery. </ul> <strong>Requirements:</strong> <ul><li><p>Proven experience working in roles such as customer service, administrative support, or licensing support.</p></li><li><p>Minimum of <strong>3 years</strong> in a <strong>customer service or call center</strong> role.</p></li><li><p><strong>Excellent communication skills in English</strong>; <strong>Arabic speaker is required</strong> (additional languages are a plus).</p></li><li><p>Strong <strong>problem-solving</strong> and <strong>interpersonal skills</strong>.</p></li><li><p>Ability to <strong>work under pressure</strong> and manage <strong>multiple tasks</strong> efficiently.</p></li><li><p>Proficient in <strong>MS Office</strong> and <strong>CRM systems</strong>.</p></li><li><p><strong>Flexible to work shifts</strong>, including <strong>weekends</strong> if required.</p></li></ul>

Call Center Agent - Sponsored Visa

WADI AL SAHAB FOR MANAGEMENT AND CONSULTANCIES CO.

<div>
 Primary title: Customer Service Representative (On-site, UAE)
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 <strong>
  About The Opportunity
  <br/>
  <br/>
 </strong>
 Operating in the Management Consulting and Business Process Outsourcing (BPO) sector, this on-site role supports client-facing customer service and operational delivery across the UAE. The team focuses on high-quality order management, SLA-driven issue resolution, and day-to-day customer engagement for enterprise and SME clients.
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 <br/>
 Role &amp; Responsibilities
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 <br/>
 <ul>
  <li>
   Act as the first point of contact for customers via phone, email, live chat and in-person&mdash;log, triage and resolve inquiries promptly.
  </li>
  <li>
   Investigate and resolve order, billing, product and service requests within defined SLA; escalate complex issues to relevant teams.
  </li>
  <li>
   Use CRM and ticketing tools to create, update and close tickets; maintain accurate customer records and follow-up tasks.
  </li>
  <li>
   Coordinate cross-functionally with logistics, operations and technical teams to drive timely resolutions and customer satisfaction.
  </li>
  <li>
   Contribute to and update the knowledge base with recurring issues, resolutions and process improvements.
  </li>
  <li>
   Meet daily/weekly KPIs (SLA adherence, first-contact resolution, CSAT) and support continuous quality improvement and audit reviews.
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   <br/>
  </li>
 </ul>
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  Skills &amp; Qualifications
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  <br/>
 </strong>
 <strong>
  Must-Have
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  <br/>
 </strong>
 <ul>
  <li>
   Proven experience using CRM/ticketing platforms (Salesforce Service Cloud, Zendesk or equivalent)
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  <li>
   Experience with contact centre telephony platforms (Genesys Cloud, Avaya or equivalent)
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  <li>
   Strong proficiency in Microsoft Excel for reporting and data lookup
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  <li>
   Bilingual: fluent spoken Arabic and English for UAE customer base
  </li>
  <li>
   Customer-focused troubleshooting and ticket management skills
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   <br/>
  </li>
 </ul>
 <strong>
  Preferred
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  <br/>
 </strong>
 <ul>
  <li>
   Familiarity with ERP/order management systems (SAP, Oracle or similar)
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  <li>
   Exposure to contact centre quality frameworks (KPI monitoring, QA scorecards)
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  </li>
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  Additional Qualifications
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  <br/>
 </strong>
 High-school diploma or equivalent required; diploma/college certification in business or customer service is a plus. Prior on-site customer service or call centre experience in the UAE or GCC market is highly desirable.
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 Benefits &amp; Culture Highlights
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   Competitive UAE on-site compensation with performance-linked incentives
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   Structured in-house training, clear career progression and cross-functional exposure
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   Collaborative, client-focused culture with emphasis on service excellence and operational discipline
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  </li>
 </ul>
 <em>
  Apply if you are an operationally disciplined, bilingual customer-service professional who thrives in a fast-paced, SLA-driven on-site environment in the UAE.
  <br/>
  <br/>
 </em>
 Skills: zendesk,microsoft excel,avaya
</div>


Customer Service Representative

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Call Center Agent

Customer Service/Call Center Agent

Call Center Agent

Call Centre Agent

Call Centre Agent

Call Center Agent - Sponsored Visa

Customer Service Representative