Contact Center Agent (UAE NATIONAL)

JOB TITLE: Contact Center Agent

LOCATION: DUBAI

SALARY: 10,000AED

WORK EXPERIENCE:

• Has at least 1 year of experience as a Call Center Agent in the UAE.
• Fluent in English and Arabic

ROLES AND RESPONSIBILITIES:

• Answer by phone, email, chat, face-to-face interaction, and/or through any of the available channels.
• Assist companies with the clarification of tax practices and the application of tax laws.
• Analyze, record, resolve, and escalate customer complaints when needed.
• Escalating technical inquiries, cases, suggestions, and complaints to the teams concerned.
• Report problems with communications/hardware equipment to the Information Technology Services Department/Call Centre Department.
• Updating the knowledge base through the development of personal tax knowledge and participation in training and development opportunities.
• Direct incoming calls to the appropriate channels for the respective teams when needed.
• Follow up on complex customer inquiries when needed. According to the procedures and operations of the company.
• Maintain the call center database by updating taxpayer information in the customer relationship management system and any other systems.
• Document and submit FAQs to the contact center management team under established procedures.
• Collect, assess, and analyze queries/complaints raised by taxpayers, and provide a timely solution.

ACADEMIC QUALIFICATIONS:

• Minimum: Bachelor's degree or equivalent