Call Center & Customer Service Agent

Role Overview

We are looking for a polished, service-oriented, and proactive Call Center & Customer Service Agent to join the Consumer Team in Dubai. This role is the primary contact for customers and involves managing incoming and outgoing calls, answering questions, handling complaints, processing service requests, and keeping customers informed about order progress and delivery tracking.

The right candidate will bring strong communication skills, a positive mindset, sound judgment, and a genuine commitment to delivering an excellent customer experience.

Key Responsibilities

• Manage inbound and outbound customer calls in a professional, respectful, and helpful manner.
• Reply quickly to customer queries across phone, email, WhatsApp, live chat, and social media channels.
• Address and resolve customer complaints effectively while protecting customer satisfaction.
• Share correct details about products, pricing, promotions, warranties, and company policies.
• Support customers with new orders, order changes, cancellations, returns, and exchanges.
• Monitor order movement and provide regular updates on shipping and delivery status.
• Work closely with warehouse, logistics, sales, and other internal departments to ensure quick resolution of customer needs.
• Escalate complex cases to the appropriate team and track them through to closure.
• Record customer conversations and case details accurately in the CRM system.
• Follow up with customers to confirm that their questions or complaints have been properly resolved.
• Work toward departmental KPIs tied to service quality, response speed, and customer satisfaction.
• Assist the Consumer Team with operational and administrative duties when needed.

Qualifications

• A diploma or bachelor’s degree in Business Administration, Customer Service, Marketing, or a closely related discipline.
• 2 to 4 years of experience in a call center or customer service position.
• Prior exposure to retail, consumer goods, e-commerce, FMCG, or a similar sector is an added advantage.
• Comfort using Microsoft Office and CRM or customer service platforms.

Skills & Competencies

• Strong spoken and written English communication; Arabic is beneficial.
• Good phone manner and active listening skills.
• Strong customer handling and relationship-building ability.
• Sound problem-solving and conflict-management skills.
• Ability to stay composed and professional in demanding situations.
• Effective multitasking and organizational skills.
• Careful attention to detail and accuracy in work.
• Energetic, proactive, and customer-first approach.
• Comfort working in a high-paced environment while meeting SLAs.
• Team-oriented mindset with strong collaboration skills.

Additional Information

This is a full-time, onsite position based in Dubai, United Arab Emirates.