Call Center Agent - Freezone experience

Job Summary:

Key Responsibilities:

• Handle inbound and outbound customer calls efficiently and professionally.
• Provide accurate, valid, and complete information to clients based on the Freezone's services, processes, and regulations.
• Address customer inquiries, concerns, and complaints with empathy and professionalism.
• Escalate unresolved issues to the appropriate departments in a timely manner.
• Maintain detailed records of customer interactions, transactions, feedback, and complaints.
• Meet performance metrics including call quality, response time, and customer satisfaction.
• Stay up-to-date with Freezone procedures, policies, and updates to ensure accurate communication with clients.
• Collaborate with internal teams to resolve customer issues and improve service delivery.

Requirements:

• Proven experience working in a Freezone environment (e.g., customer service, administrative, or licensing support roles).
• Minimum of 3 years in a customer service or call center role.
• Excellent communication skills in English (Arabic is a plus).
• Strong problem-solving and interpersonal skills.
• Ability to work under pressure and manage multiple tasks.
• Proficient in MS Office and CRM systems.
• Flexible to work shifts, including weekends if required.

Preferred Qualifications:

• Familiarity with UAE Freezone regulations and services.
• Experience handling inquiries related to business setup, licensing, or visa processes in Freezones.
• Multilingual capabilities are a plus.