Client Experience Agent - Call Center

The role of a Client Experience Agent – Call Center revolves around being the first point of contact, and thus, establishing the first impression of IFZA. The ideal candidate must be a highly committed, responsible, and creative individual with excellent interpersonal skills and the ability to work well under pressure.Acting as a first point of contactSupporting the smooth running of IFZA Call Center, where all aspects of the client experience are delivered to the highest levelAnswering and distributing all incoming calls in a timely and professional mannerDelivering a positive and timely response to client enquiriesTaking responsibility for the duties and tasks assigned to the role, ensuring that all work is carried out in a timely and professional mannerMaintaining excellent knowledge of IFZA’s products and services in order to efficiently address any queries or concerns from Professional Partners and ClientsMaintaining confidentiality of client data ensuring no sensitive information is disclosedKeep records of all calls in Call Center CRM in a comprehensible wayMeet individual and team qualitative and quantitative targetsBuilding and maintaining effective working relationships whilst promoting the company culture and valuesPerforming other job-related duties as assigned by Management Minimum of 2 years’ experience as a Call Center agent or similar role in the UAE Full English proficiency is requiredAdditional spoken languages are an advantageExcellent verbal and written communication and interpersonal skills, and knowledge of telephone etiquetteCustomer-focused and adaptability to different personality typesAbility to multi-task, set priorities, and manage time effectivelyExcellent active listening and problem-solving skillsIntermediate computer literacy is required e.g., MS OfficeFamiliarity with CRM systems and practices