Contact Centre Agents

About the Role

We are seeking Contact Centre Agents for a 3 to 4-month contract position based in Dubai, UAE. This role requires providing exceptional customer support primarily in banking and financial services, especially during the rollout of Project Oxygen. Candidates will need to handle customer interactions professionally, resolving issues efficiently while maintaining high service levels.

Key Responsibilities

• Manage inbound customer calls with professionalism and effective objection handling.
• Resolve customer queries related to digital and mobile banking platforms.
• Offer troubleshooting assistance and guide customers through banking products and services.
• Maintain call quality and ensure customer satisfaction through first-contact resolution.
• Support customer experience enhancements to minimize wait times and abandonment rates.

Required Qualifications and Skills

• Previous experience in a contact centre or customer service environment is essential.
• Exposure to banking or financial service sectors is preferred.
• Knowledge of digital and mobile banking support processes.
• Strong communication skills in English and Arabic.
• Customer-focused mindset with the ability to work calmly under pressure.
• Proficient in navigating CRM and telephony platforms.
• Ability to provide basic technical troubleshooting and process guidance.

Behavioral Competencies

• Excellent problem-solving and analytical abilities.
• Adaptable, quick learner with professional and empathetic customer interactions.

Technical Aptitude

• Competent in using systems and applications related to customer support.
• Experienced with digital channels and mobile app assistance.

Benefits of the Role

• Help maintain stable service levels during Project Oxygen implementation.
• Contribute to reducing customer wait times and drop-offs.
• Enhance customer satisfaction through improved resolution.
• Provide critical support for queries related to new applications.
• Assist in lowering operational risks during volume surges.
• Support customer experience continuity while staffing and digital changes evolve.

Additional Information

This position requires working six days per week to sustain service levels during the project period.