Call Center Operator

The American University in the Emirates is searching for an excellent Call Center Operator who will address and resolve inquiries, complaints, and concerns, ensuring high levels of satisfaction while maintaining the university’s reputation for excellent service. The role involves actively listening to students, empathizing with their challenges, and providing timely solutions.

Salary Range: AED 5,000 (subject to experience) with additional benefits

Qualifications & Experience

• Bachelor’s degree in any field from an accredited university
• 1-3 years of experience in customer service or a related field
• Call center training or experience is preferred
• Must be bilingual (speaks English and Arabic fluently)

Skills / Training / Knowledge

• Very high degree of independence, responsibility, and judgment
• Maintains a professional image and relationships with faculty/students and all stakeholders
• Must maintain confidentiality
• Effectively resolves daily matters independently
• Strong customer service orientation
• Excellent verbal and written communication skills in both English and Arabic
• Effective time management skills
• Ability to handle multiple tasks and prioritize effectively

Job Description

• Respond to inquiries and concerns promptly and professionally, ensuring each interaction is positive and solution-focused.
• Investigate, research, and resolve issues through the computer systems, ensuring accurate and efficient solutions.
• Appropriately transfer calls to relevant departments or staff when necessary, ensuring a seamless experience.
• Ensure that unresolved issues are followed up in a timely manner until fully resolved, keeping callers informed throughout the process.
• Maintain detailed and accurate records of interactions, including call logs, reports, and resolutions.
• Recognize recurring issues and provide insights to supervisors on potential improvements or common concerns.
• Perform any other tasks as assigned by the supervisor to support the smooth operation of the call center and university initiatives.