Call Center Operator

Role overview

The American University in the Emirates is hiring a skilled Call Center Operator to handle student and stakeholder inquiries, complaints, and concerns with professionalism and care. This role focuses on delivering quick, effective support while protecting the university’s reputation for high-quality service. The operator is expected to listen attentively, show empathy, and guide callers toward timely resolutions.

Compensation

The expected pay is AED 4,500 to AED 6,000 per month, depending on experience, along with additional benefits.

Qualifications and experience

• A bachelor’s degree in any discipline from an accredited university is required.
• Applicants should have 1 to 3 years of experience in customer service or a similar area.
• Prior call center exposure or formal call center training is preferred.
• Fluency in both English and Arabic is mandatory.

Skills, knowledge, and work style

• Strong independence, accountability, and sound judgment are essential.
• A polished, professional approach in dealing with faculty, students, and other stakeholders is expected.
• Confidentiality must be maintained at all times.
• The role requires the ability to resolve routine matters without constant supervision.
• A strong service mindset and commitment to customer satisfaction are important.
• Excellent spoken and written communication skills in English and Arabic are needed.
• Good planning and time management abilities are necessary.
• The candidate must be able to manage several tasks at once and set priorities effectively.

Key duties

• Answer questions and address concerns in a prompt, courteous, and solution-oriented manner.
• Use internal systems to research, investigate, and resolve issues accurately and efficiently.
• Route calls to the appropriate department or staff member when needed to ensure smooth service.
• Track unresolved matters and follow them through until they are closed, keeping callers updated along the way.
• Keep precise records of conversations, call logs, reports, and final resolutions.
• Identify repeated problems and share observations with supervisors to support service improvements.
• Carry out any other duties assigned by the supervisor to help the call center and university run effectively.

About the employer

The American University in the Emirates is a higher education institution based in Dubai International Academic City. It offers a supportive environment for growth, innovation, and professional development. The university operates seven colleges: College of Law, College of Education, College of Design, College of Business Administration, College of Health Science, College of Media and Mass Communication, College of Computer Information Technology, and College of Security and Strategic Studies.

The university is accredited by SACSCOC to award bachelor’s and master’s degrees and is licensed by the Commission for Academic Accreditation under the UAE Ministry of Education. The College of Business Administration is a member of AACSB, with its BBA, MBA, and Master of Sport Management programs accredited by AACSB as of 2022. The Bachelor of Computer Science is accredited by ABET’s Computing Accreditation Commission. In the College of Design, several bachelor’s programs in fashion design, graphic design, interior design, and animation hold NASAD Substantial Equivalency recognition.