Job Overview: Star Services LLC is looking for a skilled and experienced Call Centre Senior Agent to join its customer service operations in Abu Dhabi, UAE. This role is ideal for professionals who not only excel at handling customer queries but also take ownership in guiding junior agents and supporting daily operations.

Key Responsibilities: As a Senior Agent, you will manage complex customer interactions, handle escalated queries, and act as a first-line support for your fellow agents. Your calm, confident demeanor will help resolve issues efficiently and set a benchmark for service quality.

Mentorship Role: You’ll be expected to assist in training and mentoring new agents, sharing best practices, and ensuring team members adhere to processes and policies. Your experience will guide the team in improving overall performance.

Escalation Handling: You will take over calls escalated from junior agents and resolve issues promptly while ensuring customer satisfaction. Your problem-solving skills and product knowledge will be vital in these cases.

Performance Support: Collaborating with team leaders and quality analysts, you’ll help monitor KPIs, provide coaching tips to agents, and work toward consistent service excellence. Your input will be valued in performance reviews and process improvement.

CRM & Systems Usage: You will manage tickets and interactions via CRM and internal systems with accuracy and consistency. As a senior agent, you'll also assist team members in troubleshooting CRM or operational issues when they arise.

Soft Skills & Efficiency: Your role demands excellent communication, empathy, and decision-making under pressure. Maintaining professionalism during difficult conversations will be key, along with managing call handling time without compromising quality.

How to Apply:

If you have experience in customer service and a leadership mindset, send your CV to cv@starservices.ae with the subject line “Senior Call Centre Agent – Abu Dhabi.” Preference will be given to candidates available to join immediately.

About Us:

Star Services LLC is a premier outsourcing and staffing firm in the UAE, providing tailored talent solutions across industries. Our call centre division is known for delivering consistent, customer-first support—and we’re looking for leaders like you to help us grow.