Position Overview

We are currently seeking a dedicated and professional Call Center Agent to join our growing team in Ajman. This position is ideal for individuals who are fluent in both Arabic and English, and possess strong communication and customer service skills. The selected candidate will be responsible for managing a high volume of customer interactions via phone and ensuring customer satisfaction through efficient problem resolution and clear communication.

Key Responsibilities

As a Call Center Agent, you will handle a variety of inbound and outbound calls in a courteous and timely manner. Your main task will be to address customer inquiries and concerns related to our products and services. This includes providing accurate information, offering assistance, and resolving complaints professionally. Your goal will be to ensure a positive customer experience in every interaction.

Customer Relationship Management

You will be responsible for maintaining detailed and up-to-date records of all customer interactions using our CRM (Customer Relationship Management) systems. This includes noting the nature of each call, actions taken, and any follow-ups required. Ensuring clear and precise documentation will be vital for effective tracking and future reference, contributing to smoother customer interactions and internal processes.

Problem Solving and Escalation

A significant aspect of your role will involve identifying and resolving customer issues. You’ll analyze complaints, determine root causes, and implement the most effective solutions. In cases where a resolution cannot be reached immediately, you will be expected to escalate the issue to the appropriate department or supervisor, ensuring that no customer concern is left unattended.

Performance and Productivity Goals

To thrive in this role, you must be motivated to meet or exceed performance targets related to call quality, customer satisfaction, and productivity. The ideal candidate will demonstrate strong time-management skills and a proactive approach to maintaining personal and team benchmarks. Regular performance reviews will help identify growth opportunities and areas for improvement.

Communication Standards

Following communication scripts and operational guidelines is essential in delivering consistent customer service. You will need to adapt your approach to meet the needs of different callers while adhering to company protocols. A professional tone, empathetic listening, and clear communication are key to building trust and delivering excellent service.

Candidate Requirements

Applicants must possess a high school diploma or equivalent, though a college degree is preferred. Previous experience in a customer service or call center environment is highly desirable. You should have excellent verbal and written communication skills, coupled with strong listening, problem-solving, and conflict-resolution abilities. Proficiency in both Arabic and English is mandatory for this role.

About Us

Established in 2001, Ultimate HR Solutions (UHRS), an ISO 9001:2008 certified company, is one of the leading Recruitment and HR service providers in the UAE. In the last 20 years our company has grown exponentially, covering the entire spectrum of HR solutions for our clients.

Right from Talent Acquisition, Employee Outsourcing, Contract Staffing and Temporary Staffing to taking care of the entire HR functions in terms of PRO services, visa solutions, payroll management and employee exit formalities, we believe in providing a truly one-stop solution for all the HR related requirements of our clients.

Application Process

If you meet the qualifications and are interested in becoming part of a dynamic and customer-focused team, please send your CV to mariyam@uhrs.ae. Kindly note that only shortlisted candidates will be contacted for the next stage of the recruitment process. We look forward to receiving applications from individuals who are committed to delivering high-quality customer service and making a positive impact in our organization.