Customer Service Representative (Arabic & English Speaker)

About Udrive:

Udrive is the Middle East’s first car-sharing company, licensed by Dubai’s RTA. We offer short-term vehicle rentals via a user-friendly Smartphone App. Our mission is to deliver efficient, cost-effective transportation solutions while minimizing the negative impacts of private car ownership.

The Role:

As a Call Center Representative, you’ll manage both incoming and outgoing calls to address customer questions, concerns, and service-related issues. You will actively listen to callers, provide accurate solutions, and strive to exceed performance targets. The role involves documenting interactions, identifying call trends, and ensuring each customer’s concern is resolved efficiently.

Key Responsibilities:

1. Handle inbound and outbound calls to address inquiries and complaints.
2. Offer effective solutions, ensuring customers feel supported and valued.
3. Engage in active listening, clarify details, and de-escalate complaints as needed.
4. Track and resolve customer issues through to completion.
5. Use relevant software, databases, and tools correctly.
6. Maintain and surpass call center metrics without compromising service quality.
7. Log all call details in line with established protocols.
8. Identify recurring call patterns and alert management.

Required Skills:

1. Ability to work well under pressure and adapt to changing demands.
2. Strong teamwork and communication skills.

Qualifications:

1. Bachelor’s degree in Business, Communications, or Marketing is preferred.
2. Fluent in Arabic and English (spoken, written, and reading).
3. Familiarity with RTA rules and regulations is a plus.
4. At least one year of call center or customer service experience.