Call Center Representative

Role Description

This is a full-time on-site role for a Call Center Representative located in Dubai. The Call Center Representative will handle customer inquiries, provide product information, resolve customer issues, and ensure high customer satisfaction. Daily tasks include answering phone calls, managing customer support emails, logging inquiries into the system, and coordinating with other departments to ensure customers' needs are met efficiently.

Responsibilities

1. Handle inbound and outbound calls efficiently while maintaining a professional demeanor, ensuring customer satisfaction at every interaction.
2. Diagnose customer issues by asking targeted questions, providing tailored solutions, and guiding customers through troubleshooting processes.
3. Document all customer interactions accurately in the CRM system to ensure seamless follow-up and track recurring issues.
4. Upsell and cross-sell products or services based on customer needs while adhering to ethical standards and company policies.
5. Respond promptly to customer inquiries via multiple channels, including phone, email, and chat, ensuring timely resolution.
6. Maintain an up-to-date knowledge of company products, services, and promotions to provide accurate information and support.
7. Collaborate with team members and departments to resolve complex customer issues and improve service delivery.
8. Participate in training sessions and workshops to enhance product knowledge and customer service skills.
9. Monitor and analyze call metrics to identify areas for personal improvement and contribute to overall team performance.
10. Provide feedback and suggestions to management regarding customer trends and potential operational improvements.

Desired Candidate Profile

1. A high school diploma or equivalent; additional education in communications or business is a plus.
2. Proven experience in a call center or customer service role, with at least 2 years of relevant work experience.
3. Fluency in English is required; proficiency in additional languages is highly advantageous.
4. Strong technical skills, including familiarity with CRM software and Microsoft Office applications.
5. Exceptional communication skills, both verbal and written, for effective interaction with diverse customer profiles.
6. Demonstrated problem-solving abilities to address customer concerns proactively and efficiently.
7. Ability to work under pressure in a fast-paced environment while maintaining composure.
8. A positive attitude and a genuine desire to help others, contributing to a supportive team atmosphere.
9. Availability to work flexible hours, including evenings and weekends, to meet customer needs.