Role Overview – Reach Group is seeking a Call Center Agent Executive to join our team in Ajman. This position offers a salary and requires fluency in both English and Arabic. Candidates must be immediate joiners and currently available in the UAE.

Inbound Call Handling – You will handle inbound customer calls professionally, answer customer inquiries, provide information about products and services, address customer concerns, resolve issues effectively, process customer requests, log call details accurately, and ensure positive customer experiences through courteous and helpful telephone interactions.

Outbound Calling – You will make outbound calls to customers for follow-ups, surveys, appointment confirmations, service notifications, sales campaigns, feedback collection, or customer outreach initiatives. You will maintain professional phone etiquette, communicate clearly, achieve call objectives, and represent the company positively during all outbound communications.

Customer Service and Support – You will provide excellent customer service by listening actively to customer needs, understanding their concerns, offering appropriate solutions, explaining procedures and policies, escalating complex issues when necessary, following up on customer requests, and ensuring customer satisfaction through responsive and professional support.

Bilingual Communication – You will utilize fluency in both English and Arabic to serve diverse customers effectively, communicate in the customer's preferred language, handle calls from Arabic and English-speaking customers seamlessly, ensure language barriers do not hinder service delivery, and provide clear communication in both languages.

Call Documentation and Data Entry – You will document all customer interactions accurately in the call center system, update customer information, record call details including inquiries, complaints, and resolutions, maintain accurate databases, log call outcomes, ensure data quality, and keep comprehensive records of all customer communications.

Issue Resolution and Problem Solving – You will resolve customer issues and complaints efficiently, troubleshoot problems, identify solutions, coordinate with relevant departments for resolution, follow up on open issues, ensure timely closure of customer concerns, and demonstrate problem-solving abilities that turn challenging situations into positive outcomes.

Product and Service Knowledge – You will maintain comprehensive knowledge of company products, services, policies, and procedures. You will stay updated on product changes, promotions, and offerings, provide accurate information to customers, answer questions confidently, and position products and services effectively.

Performance Targets and Metrics – You will meet call center performance targets including call handling time, call volume, customer satisfaction scores, first call resolution rates, and quality standards. You will manage calls efficiently, maintain productivity, achieve individual targets, and contribute to team performance objectives.

Quality and Compliance – You will adhere to call center quality standards, follow established scripts and procedures when applicable, maintain professional communication, comply with company policies, respect customer privacy and data protection regulations, and ensure all interactions meet quality requirements.

Team Collaboration – You will collaborate with call center colleagues and supervisors, participate in team meetings and briefings, support team members, share information, coordinate on customer issues, communicate effectively with the team, and contribute to a positive and productive call center environment.

Shift Flexibility – You will work flexible shifts as required by call center operations including mornings, evenings, weekends, or rotating shifts. You will demonstrate reliability in attendance, punctuality, and willingness to accommodate operational scheduling needs.

How to Apply:

Send your CV to: snaik@reachgroup.ae subject Line: Call Center Agent Executive Application - [Your Name]in your email, confirm your fluency in both English and Arabic, mention any call center or customer service experience, confirm you are currently in the UAE and available for immediate joining, state your willingness to work flexible shifts, and express your interest in joining the team in Ajman.

About us:

Reach Group is seeking dedicated call center professionals to join our customer service team in Ajman. We value strong communication skills, customer service excellence, and bilingual capabilities to serve our diverse customer base effectively.